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IMPROVING PUBLIC SERVICE DELIVERY

VIEWS: 3 PAGES: 16

									                IPDET 2009
             Lunch Presentation

 Citizen Report Cards: Community
 Evaluations and Civic Engagement

                        Dr. Suresh Balakrishnan
                             UNDP, Lao PDR


IPDET July 1, 2009
     OVERVIEW OF PRESENTATION


• Introduce Citizen Report Cards
• Short film on the concept and applications
• Closing points and Q&A




    IPDET July 1, 2009                         2
CITIZEN REPORT CARDS & EVALUATION


• Citizen Report Cards: simple and useful evaluations
• Meant to empower citizens in their interface with
  government
• Helps communities use surveys to evaluate most
  tangible activity of governments - public services
• Initiated in India; thereafter implemented in The
  Philippines, Vietnam, Pakistan, Uganda, Peru, etc.



    IPDET July 1, 2009                             3
        A SIMPLE REPORT CARD
Name: Gopa                      Class: IX

        SUBJECT       MAX.    Actual marks
                      Marks
           English     100        82

            Maths      100        47

          Science      150         91

     Social Studies    150        115

            Total      500        335

     Rank in class: 12/30


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         VALUE OF REPORT CARDS


•   Results from a simple evaluation
•   Provides total feedback on performance
•   Structured for simple communication
•   Starting point for reflection & corrective action
•   Not in isolation –allows comparison with peers




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      IMPROVING SERVICE DELIVERY:
 CITIZEN REPORT CARD BASED APPROACH

Same principles applied to public services

• Citizen based effort to assess and improve services
• Feedback survey to assess performance of different
  service providers, and compare them
• Enables benchmarking and follow up assessments, as
  well as multi stakeholder dialogue to find solutions


     IPDET July 1, 2009                             6
 Eg. SATISFACTION WITH SERVICES

              (Survey with 1036 households in Bangalore)
Agency                    No. of users   % satisfied %dissatisfied
Power Company             1027           47             14
Water Board               871            42             18
Telephone Co.             424            67             07
Driving License           174            32             27
Urban Dev. Authority      92             16             38
Police                    65             34             26




   IPDET July 1, 2009                                                7
Eg. RANKING BY USER SATISFACTION

                      (Survey in 1999)
Agency                    Rank
Power Company               2
Water Board                 3
Telephone Co.               1
Driving License             5
Urban Authority             6
Police                      4




 IPDET July 1, 2009                      8
       OTHER DIMENSIONS ASSESSED

Some examples of other dimensions assessed
Factors directly related to service
• Ease of access to service
• Frequency of breakdowns
• Downtime and waiting time for services

Related factors
• Helpfulness of service agency staff
• Corruption encountered


    IPDET July 1, 2009                       9
  ZANZIBAR: FOCUS ON WATER (2004)

• Part of Zanzibar Poverty Monitoring Program
• Managed by a consortium including Govt. & NGOs
• Survey with 1015 households across 2 islands

• 77% get piped water; 21% face breakdowns monthly
• 51% face summer scarcity - move to unprotected well
• Women & girls make about 5 trips a day to get water

• Expansion of piped water supply not viable/feasible
• Funds to repair main water lines & control leakages
• Small Grant Program for restoration of wells
      IPDET July 1, 2009                           10
DELHI : ACCELERATING CHANGE (2005)

•   Chief Minister’s initiative to assess public services
•   Feedback from 14,165 residents of Delhi - 9 services
•   Anchored by Dept. of Administrative Reforms
•   Main finding: Over extended services – low reliability

• Public release and town hall discussions on findings
• Task force proposed reforms on infrastructure,
  procedures, personnel and community engagement
• Speed - from findings to actions in 4 months
• Public disclosure of progress and community
  monitoring in place
       IPDET July 1, 2009                              11
STAGES IN CITIZEN REPORT CARD
ASSESSING SITUATION & DEFINING SCOPE OF ACTION

PREPARATIONS AND COLLECTING CITIZEN FEEDBACK

                        RATING OF SERVICES

            DIALOGUE AND RESPONSE OF AGENCIES

                  CITIZEN ENGAGEMENT IN REFORM

    PERIODIC BENCHMARKING AND PUBLIC REVIEW

   IPDET July 1, 2009                            12
• VIDEO FILM ON CITIZEN REPORT CARDS




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    WHAT CITIZEN REPORT CARD’S DO!!

•   Help move from ‘apathy and coping’ to ‘voicing’
•   Enable the shift from ‘shouting’ to ‘counting’
•   Puts the spotlight on hidden costs like corruption
•   Shaming by comparison; pressure on bad performers
•   Platform for advocacy and mobilization




       IPDET July 1, 2009                          14
                     THANK YOU




IPDET July 1, 2009               15
             CONTACT INFORMATION

Dr. Suresh Balakrishnan
Chief Technical Advisor (GPAR SBSD)
United Nations Development Programme
Lane Xang Avenue,
Vientiane, Lao PDR

Telefax : +856 20 7809685
E-mail : sureshbalakrishnan1@gmail.com



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