Effective public service delivery through innovative governance knowledge exchange
Effective public service delivery through innovative governance knowledge exchange
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Citizen Report Cards: Public Affairs Centre, Bangalore
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Citizen Report Cards (CRCs), pioneered by the Public Affairs Centre, provides an objective assessment of both qualitative and quantitative aspects of different public services, thereby improving transparency and public accountability.

CRCs is a tool used for questioning institutions responsible for service provision who have not fulfilled their obligations, thereby generating accountability of the service providers to the beneficiaries, i.e. the citizens.

The monopolistic nature of the public service that had no exit option for the citizens, low levels of collective actions to demand improvements in service delivery and low awareness among citizens on expected standards to ensure proper monitoring and regulation were the key factors in the creation of CRCs.

CRCs aim to generate demand to trigger systemic changes, including policy prescriptions in the government. It relies on direct feedback from the community.

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