dr. gopakumar k thampi, public affairs foundation, bangalore citizen report cards an introduction
TRANSCRIPT
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
CITIZEN REPORT CARDSCITIZEN REPORT CARDS
An IntroductionAn Introduction
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
Governance `Crises’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
Why the Disabling Environment?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
THE USUAL SUSPECTS!THE USUAL SUSPECTS!
SIMPLIFYING PROCEDURESSIMPLIFYING PROCEDURES
BUILDING CONTROL SYSTEMSBUILDING CONTROL SYSTEMS
INCREASING SANCTIONSINCREASING SANCTIONS
ATTITUDINAL CHANGESATTITUDINAL CHANGES
TOP-DOWN & EXTERNALLY TOP-DOWN & EXTERNALLY DRIVENDRIVEN
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
WHY TOP DOWN REFORMS FAILWHY TOP DOWN REFORMS FAIL
DEPENDS HEAVILY ON THE WILL OF DEPENDS HEAVILY ON THE WILL OF THE POLITICAL LEADERSHIPTHE POLITICAL LEADERSHIP
NO REAL OWNERSHIPNO REAL OWNERSHIP
VERY FEW INCENTIVES FOR VERY FEW INCENTIVES FOR OFFICIALSOFFICIALS
CALLS FOR COMPLEX CHANGES & CALLS FOR COMPLEX CHANGES & REFORMSREFORMS
HAS NO ROLE FOR THE CITIZENSHAS NO ROLE FOR THE CITIZENS
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
HOW THIS IMPACTS ON THE HOW THIS IMPACTS ON THE QUALITY OF PUBLIC QUALITY OF PUBLIC
SERVICES…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
How to Make a Change...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
Voice as an Aid to Voice as an Aid to Improve Quality of Improve Quality of
GovernanceGovernance
Experiences with Citizen Experiences with Citizen Report CardsReport Cards
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
A Simple Report CardA Simple Report Card
Name: Gopa; Class: IX
SUBJ ECT MAX. Marks
Actual marks
English 100 82
Maths 100 47
Science 150 91
Social Studies 150 115
Total 500 335
Rank in class: 12/30
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
USE OF REPORT CARDSUSE 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
CRCs: Defining FeaturesCRCs: 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 DOMAINPUBLIC DOMAIN
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
What a Citizen Report Card What a Citizen Report Card can DO!!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
BENCHMARKING CIVIC SERVICES BENCHMARKING CIVIC SERVICES IN BANGALOREIN BANGALORE - The Satisfaction Scores (General Households)
PERCENT SATISFIED PERCENTDISSATISFIED
SERVICES /AGENCIES
1994 1999 1994 1999
Water SupplyBoard
04 46 46 08
Power Corporation 06 45 31 17
MunicipalCorporation
05 25 49 26
Telephones 09 30 28 11
Transport Office 14 18 36 26
DevelopmentAuthority
01 16 65 36
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
Agency ResponsivenessAgency Responsiveness(Households with a Problem)
Agency No. of visits % satisfied
Power Company 3 51
Water Board 4 54
Driving Licence 2 31
Urban Authority 8 15
Police 2 33
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
The Bribery MatrixThe Bribery Matrix (General Households)
Percent Claiming to have paid a bribe
Average payment per transaction in Rupees
SERVICES / AGENCIES
1994 1999 1994 1999
Water Supply Board 12 11 275 561
Power Corporation 11 09 206 1563
Municipal Corporation
21 52 656 3759
Telephones 04 26 110 245
Transport Office 33 57 648 637
Development Authority
33 35 1850 1653
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
Corruption & The Urban PoorCorruption & The Urban Poor
SERVICE /AGENCY
PERCENTPAYINGBRIBES
AVERAGEAMOUNT(RUPEES)
PERCENTCLAIMINGBRIBE WASDEMANDED
WATERSUPPLY
04 200 50
MUNICIPALSERVICES
34 270 73
ELECTRICITY 10 250 100
RATIONSHOPS
11 84 83
POLICE 46 4193 88
PUBLICHOSPITALS
53 640 63
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
Eg. RANKING OF SERVICES BY Eg. RANKING OF SERVICES BY CITIZEN SATISFACTIONCITIZEN SATISFACTION
(Survey in 1999)Agency Rank
Power Company 3Water Board 4Food rations 2Telephone Co. 1Driving License 6Urban Authority 7Police 5
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
5
41
73
6
47
94
4
42
73
9
67
92
34
78
1
16
85
32
96
0
20
40
60
80
100
BMP BESCOM BWSSB BSNL POLICE BDA BMTC
1994 1999 2003
CRCs MEASURES, BENCHMARKS CRCs MEASURES, BENCHMARKS & COMPARES& COMPARES
% S
ati
sfi
ed
agency
N/a N/a
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
CRCs TRACKS IMPACT OF CRCs TRACKS IMPACT OF REFORMSREFORMS
1823
11
0
10
20
30
1994 1999 2003
year
Perc
en
tag
e w
ho
paid
Corruption PhenomenonCorruption Phenomenon
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
POWER OF DIAGNOSISPOWER OF DIAGNOSIS
SECTOR Governance was better this year
Governance was worse this year
Cannot Comment
Farmers/ Cultivators
19 6644 17
Labourers 14 47 39
White Collar Workers
40 50 10
Entrepreneurs/ Industrialists
7744 19 07
Rural 20 60 20
Overall 24 52 24
Dr. Gopakumar K Thampi, Public Affairs Foundation, Bangalore
OUTCOMES OF CRCOUTCOMES 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
Challenges 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
THANK YOU!THANK YOU!
Questions?