third citizen report card
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Public Affairs Foundation, Bangalore
THIRD CITIZEN REPORT THIRD CITIZEN REPORT CARDCARD
ON CIVIC SERVICES IN ON CIVIC SERVICES IN BANGALORE, 2003BANGALORE, 2003
Public Affairs Foundation, Bangalore
CITIZEN REPORT CARDS IN CITIZEN REPORT CARDS IN BANGALOREBANGALORE
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 enabledwide range of agency and govt. responsesgrowth in scope/scale of civil society action
Third Report Card (2003): PAC effortmajor improvement in service qualitymajor advocacy in progress
KEY FINDINGS 2003KEY FINDINGS 2003
Public Affairs Foundation, Bangalore
OVERALL SATISFACTION OVERALL SATISFACTION 20032003
High proportion of satisfied citizens
**On infrastructure, satisfaction with BDA is still higher.
Overall Satisfaction, 2003 General Households
29
7450
70
2815
67
44
20
23
22
50 70
29
0
20
40
60
80
100
BMP BESCOM BWSSB BSNL POLICE BDA BMTC
agency
% s
atis
fied
Completely Satisfied Partly Satisfied
94
7373
9278
85**96
Public Affairs Foundation, Bangalore
OVERALL SATISFACTIONOVERALL SATISFACTION
Satisfaction with services of agencies in 2003
73
94
73
9278
8596
65
8375
64
93
NA NA0
20
40
60
80
100
120
BMP BESCOM BWSSB BSNL POLICE BDA BMTC
service
% s
atis
fied
Non Slum Slum
Public Affairs Foundation, Bangalore
COMPARISONS ACROSS COMPARISONS ACROSS AGENCIES OVER TIME AGENCIES OVER TIME
1994, 1999 & 20031994, 1999 & 2003
Public Affairs Foundation, Bangalore
PROBLEM INCIDENCEPROBLEM INCIDENCEGeneral HouseholdsGeneral Households
Problem Incidence across Report CardsGeneral Households
1629 31 39
2712
66
165
19 208 3
15
0
20
40
60
80
100
BMP BESCOM BWSSB POLICE BMTC BSNL BDA
agency
% in
cide
nce
1999 2003
Public Affairs Foundation, Bangalore
PROBLEM INCIDENCEPROBLEM INCIDENCE
Problem Incidence across Report Cards Slum
34 2738
75
1713 8
28 223
0
20
40
60
80
100
BMP BESCOM BWSSB POLICE BMTC
agency
% in
cide
nce
1999 2003
Slum HouseholdsSlum Households
Public Affairs Foundation, Bangalore
STAFF BEHAVIOURSTAFF BEHAVIOUR
Satisfaction w ith Staff Behaviour across Report Cards
46 47
80
2536
84
02040
6080
100
1994 1999 2003
year
% s
atis
fied
SLUM NON-SLUM
Public Affairs Foundation, Bangalore
AGENCY RESPONSIVENESSAGENCY RESPONSIVENESS
Time Taken to Attend (All Agencies)
30
92
10
81
0
20
40
60
80
100
1999 2003
year
% s
atis
fied
Routine Problem
Public Affairs Foundation, Bangalore
CORRUPTIONCORRUPTION
CORRUPTION ACROSS THREE REPORT CARDS
149
32
1922
25
0
10
20
30
40
1994 1999 2003
YEAR
% W
HO
PA
ID
General Households Slum
Public Affairs Foundation, Bangalore
OVERALL SATISFACTIONOVERALL SATISFACTION
n/a n/a
General HouseholdsGeneral HouseholdsSatisfaction across Three Report Cards
General Households
1019
13 16
0 2 0
41 41 42
67
32
16
32
73
94
73
9278
8596
0
20
40
60
80
100
BMP BESCOM BWSSB BSNL POLICE BDA BMTC
agency
% s
atis
fied
1994 1999 2003
Public Affairs Foundation, Bangalore
OVERALL SATISFACTIONOVERALL SATISFACTION
Satisfaction across Three Report CardsSlum
31
7163 69
85
6573
62
25
83
65
8375
64
93
0
20
40
60
80
100
BMP BESCOM BWSSB POLICE BMTC
agency
% s
atis
fied
1994 1999 2003
Slum HouseholdsSlum Households
FOLLOW UP ACTIVITIES AND FOLLOW UP ACTIVITIES AND CONCLUSIONSCONCLUSIONS
Public Affairs Foundation, Bangalore
FOLLOW UP ACTIONSFOLLOW UP ACTIONS 19931993: press conference, second study
and training for worst performing agency, some agencies defensive
19991999: pre-release meetings, press conference, workshop with 3 service providers and open house, follow up study, public meetings with BESCOM
20032003: Briefing service agencies, dissemination through media, meeting with NGOs working in slums, zonal level workshops.
Public Affairs Foundation, Bangalore
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.
CONCLUSIONSCONCLUSIONS
Public Affairs Foundation, Bangalore
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.
CONCLUSIONSCONCLUSIONS
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