Public Affairs Foundation, Bangalore THIRD CITIZEN REPORT CARD ON CIVIC SERVICES IN BANGALORE, 2003.

Public Affairs Foundation, Bangalore

THIRD CITIZEN REPORT THIRD CITIZEN REPORT CARDCARD

ON CIVIC SERVICES IN ON CIVIC SERVICES IN BANGALORE, 2003BANGALORE, 2003


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


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


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


service

% s

atis

fied

Non Slum Slum


COMPARISONS ACROSS COMPARISONS ACROSS AGENCIES OVER TIME AGENCIES OVER TIME

1994, 1999 & 20031994, 1999 & 2003


PROBLEM INCIDENCEPROBLEM INCIDENCE

General HouseholdsGeneral Households

Problem Incidence across Report CardsGeneral Households

1629 31

3927

12

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


PROBLEM INCIDENCEPROBLEM INCIDENCE

Problem Incidence across Report Cards Slum

3427

38

75

1713 8

28 22

3

0

20

40

60

80

100

BMP BESCOM BWSSB POLICE BMTC

agency

% in

cide

nce

1999 2003

Slum HouseholdsSlum Households


STAFF BEHAVIOURSTAFF BEHAVIOUR

Satisfaction w ith Staff Behaviour across Report Cards

46 47

80

2536

84

0

20

40

60

80

100

1994 1999 2003

year

% s

atis

fied

SLUM NON-SLUM


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


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



n/a n/a

General HouseholdsGeneral Households

Satisfaction across Three Report Cards General Households

1019

13 16

0 2 0

41 41 42

67

32

16

32

73

94

73

92

7885

96

0

20

40

60

80

100


agency

% s

atis

fied

1994 1999 2003



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


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.


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


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

Public Affairs Foundation, Bangalore THIRD CITIZEN REPORT CARD ON CIVIC SERVICES IN BANGALORE, 2003.

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