CITIZENREPORTCARDS.pptVIP

* We now look at a case study from Bangalore where CRCs were carried out 3 times over the last 10 years * The first CRC was a sheer experiment. But what it resulted in was a public debate on the quality of services as opposed to the usual narratives on resources. This CRC revealed that though basic access to infrastructure exist for most people, it is the quality of services and the hidden costs which hampers effectiveness. By the time the second CRC was carried out, PAC had started mobilizing citizen groups across the city of Bangalore to voice a strong demand for change and put pressure on the public agencies. Alongside, many reformers within the public institutions also realized the potency of this tool and the need for sustained civic interfaces. The third CRC revealed major improvements in service delivery and PAC subsequently embarked on a range of advocacy issues in partnership with the city wide citizen groups. * This graph shows the relative increase in overall satisfaction with major public services over the last 10 years. * This slide unbundles the findings between the slum population and the rest. * This slide narrates the agency wise improvements over time. Interestingly, it can be observed that the extent of improvements differ across agencies. For some, the improvements have been marginal (e.g., water), while for some it has been quite high (e.g, transport). And for some, there has been a slight fall (e.g, hospitals). The satisfaction of the urban poor is a little lower than that of general households. Satisfaction of the urban poor has not risen at the same rate as that of the rest of the city. * * Why have the citizens give higher ratings in 2003? We have some insights into some dimensions that are applicable to all these agencies. Across all agencies, citizens have encountered fewer problems in using services. Be it payment of bills or long queues for buses, fewer citizens experience hassles. This is an important achievement. Both investments