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Citizen Report Card
Evolved from the pioneering experience of Bangalore (now Bengaluru) in India and implemented in many countries such as the Philippines, Vietnam, Ukraine, Tajikistan, Ethiopia and Tanzania, the Citizen Report Card (CRC) is an international best practice tool for improving service delivery. The CRC was developed in Bangalore, India. Frustrated with the poor condition of public services, a group of private citizens undertook a one-time effort to collect feedback from the users of services. The success of the initial effort in Bangalore led to the creation of the Public Affairs Centre, a non-governmental organization committed to improving the quality of governance in India. Since 1995, the Public Affairs Centre has independently and in partnerships carried out numerous CRCs in Bangalore and in various locations within India and around the world.
CRCs collect feedback through sample surveys on aspects of service quality that users know best and enable public agencies to rate services and to identify strengths and weaknesses in their work. CRCs facilitate prioritization of reforms and corrective actions by drawing attention to the problems highlighted. By means of collecting citizen feedback on the quality and adequacy of public services from actual users, CRC provides a rigorous basis and a proactive agenda for communities and local governments to engage in a dialogue to improve the delivery of public services.
The CRC methodology envisages the following objectives:
- To generate citizen feedback on the degree of satisfaction with the services provided by various public service agencies and to provide reliable estimates of corruption and other hidden costs
- To catalyze citizens and civil society organizations to demand more accountability, accessibility and responsiveness from the service providers
- To serve as a diagnostic tool for service providers, external consultants and analysts or researchers to facilitate effective prognosis and solutions
- To encourage public agencies to adopt and promote citizen-friendly practices, design performance standards and facilitate transparency in operations
In more practical terms, CRCs give the following strategic inputs.
Benchmarks on Access, Adequacy and Quality of Public Services as Experienced by Citizens
CRCs go beyond the specific problems that individual citizens face and place each issue in the perspective of other elements of service design and delivery, as well as a comparison with other services, so that a strategic set of actions can be initiated.
Measures of Citizen Satisfaction to Prioritize Corrective Actions
CRCs capture citizens' feedback in a clear, simple and unambiguous fashion by indicating their level of satisfaction or dissatisfaction. When this measure of citizen satisfaction or dissatisfaction is viewed from a comparative perspective, it gives valuable information to prioritize corrective actions. For example, the most basic feedback a citizen may give about power supply is total dissatisfaction. To appreciate this feedback, it must be related to the ratings given to other services by the same person. For example, water supply may be rated worse than power supply. When these two pieces of information are compared, one can conclude that power supply may be a cause of dissatisfaction but the priority for corrective action may be on water supply.
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