citizen engagement project
TRANSCRIPT
Communal and Housing Services
Provision Improvement Project
Alexander Chulapov
Odintsovo city, Moscow region, Russia
Current situation
Quality of service is low
People are angry
There are no effective tools for monitoring
Future does not look bright
Service organizations are indifferent
Reporting to citizens*
Perfunctory (superficial) reporting is provided to citizens by communal and housing services organizations
Reports explain that all the services are provided (reports are “green”)
Problems or issues are not important or eliminated according to SLAs
In fact even formal SLAs are not met**
Real situation is usually worse
• (*) i.e. http://upravcomp.ru/index.php?pid=30®ion_id=2097&company_type_id=1&company_id=946#reg
• (**) http://www.odintsovo.info/news/?div_id=1&id=46630 http://www.odintsovo.info/news/?div_id=1&id=38061
How to engage citizens?
Every month residents pay their bills
Every month residents inform via email service organizations on cold and hot water usage (meters data)
This moment is an opportunity to engage people
Online quality of service assessment will take only couple of minutes
Online assessment tool
Online quality of service assessment tool will be developed
Likert scale will be used to assess quality of service
Each group of services will be assessed separately (water, electricity, cleaning, etc.)
Additional comments and issues glossary will be used to formulate the issues
Most severe issues will be included into monthly report as well as assessment metrics
Real reporting will be provided
Issues will be reported using issues glossary
Quality of service will be assessed on Likert scale
Dynamic will be monitored and reported based on previous assessments
To citizens, to service organizations, to local and federal authorities
Reporting Line
Report by citizen to citizens
Report to service
organizations
Report to local
authorities
Report to federal
authorities
Normal issues resolution
Issues have not been resolved
Local authorities are not able or not willing to solve the problem
Reporting exchange between S.O. and
citizens
Report is used by S.O. to confirm high quality of service
Key differentiator is not the reclamation but collective reclamation and assessment.
It is much more difficult to ignore.
Partnerships
Federal Authorities
Service organizations
Citizens Local authorities
Project Group
Project group will consist of residents of buildings including people with knowledge of open-source software and IT.
Project group will be a sort of “glue” that will bind together citizens, service organizations and authorities.
Cooperation from service organizations and authorities is required.
Local media and social media will be used to encourage such cooperation.