1. IPDET 2011 Lunch Presentation Citizen Report Cards: Community Evaluations and Civic Engagement Dr. Suresh Balakrishnan UNDP, Lao PDR

2. 2 OVERVIEW OF PRESENTATION Introduce Citizen Report Cards Short film on the concept and applications Closing points and Q&A

3. 3 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.

4. 4 A SIMPLE REPORT CARD Name: Gopa Class: IX

5. 5 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

6. 6 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

7. 7 Eg. SATISFACTION WITH SERVICES (Survey with 1036 households in Bangalore) AgencyNo. of users% satisfied %dissatisfied Power Company 10274714 Water Board8714218 Telephone Co.4246707 Driving License1743227 Urban Dev. Authority921638 Police653426

8. 8 Eg. RANKING BY USER SATISFACTION (Survey in 1999) Agency Rank Power Company 2 Water Board 3 Telephone Co.1 Driving License5 Urban Authority6 Police4

9. 9 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

10. 10 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

11. 11 WHAT CITIZEN REPORT CARDS 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

12. 12 VIDEO FILM ON CITIZEN REPORT CARDS

13. 13 THANK YOU

14. 14 CONTACT INFORMATION Dr. Suresh Balakrishnan Chief Technical Advisor (GPAR SBSD) United Nations Development Programme Lane Xang Avenue, Vientiane, Lao PDR Tele : +856 20 77809685 E-mail : sureshbalakrishnan1@gmail.comsureshbalakrishnan1@gmail.com