Traditional instruments have failed to make civil servants accountable. Can citizen feedback collected using the Citizen Report Card model make a difference? Can the opinions of citizens have an impact on policies? This study by the World Bank reviews the experience of the Bangalore Citizen Report Card and assesses its impact. Factors that contribute to its success are identified and key elements to consider in trying to replicate this exercise in other cities are explored.
The Bangalore Citizen Report Card (CRC) was originally developed by the Public Affairs Centre (PAC), a local Non-governmental Organisation. Its main focus was on service delivery. Citizen satisfaction levels were assessed and public service agencies ranked in terms of their performance. Overall, the experience has been positive. Although the changes introduced in Bangalore cannot be attributed exclusively to the CRCs, it is clear that it acted as a catalyst in the process.
Several factors came together in Bangalore to enable the success of the CRCs. An active civil society that pressed for the changes needed, a committed media that widely used the information produced by the CRCs and the leadership of government officials were key elements of this experience. Bangalore has undergone several CRCs and it is clear that this continuity has been essential in maintaining interest in the issues covered and in the need for change. Other key findings include:
- CRCs increased public awareness of the quality of services and encouraged citizen groups to organise themselves to demand better services.
- PAC helped persuade government agencies of the importance of introducing changes. It also supported them in bringing the necessary changes about.
- CRCs encouraged improved transparency in the operations of government agencies and their responsiveness to citizens needs.
- CRCs contributed to a better understanding of the role of citizens and civil society in city governance. Key officials became more aware of the need to involve them at different levels.
Bangalore’s CRC experience was introduced at a time where citizens, media, civil society and civil servants were aware of the need for change. This fertile ground made the success of CRCs possible. In supporting the development of a CRC it is important to assess whether the timing is right and to allow the necessary time for the results to impact on city policies. Other recommendations include:
- The CRC does not take into account the real and more specific constraints faced by certain agencies. These need to be considered and their impact on the survey results acknowledged.
- Senior government officials need to be involved in the process. Their leadership and commitment to improving service provision is essential to turn information into positive changes.
