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

2. Public Affairs Foundation, Bangalore BACKDROP--BANGALORE 1993 Inadequate and inefficient public services Wide corruption and abuse of discretion Non responsiveness of agencies and political leadership Weak response from citizens, civil society & media Main change initiatives could come from:  Political leadership and administration, or  Active citizens and civil society

3. Public Affairs Foundation, Bangalore CITIZEN REPORT CARDS IN BANGALORE 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 enabled  wide range of agency and govt. responses  growth in scope/scale of civil society action Third Report Card (2003): PAC effort  major improvement in service quality  major advocacy in progress

4. KEY FINDINGS 2003

5. Public Affairs Foundation, Bangalore OVERALL SATISFACTION 2003 High proportion of satisfied citizens ** On infrastructure, satisfaction with BDA is still higher.

6. Public Affairs Foundation, Bangalore OVERALL SATISFACTION

7. Public Affairs Foundation, Bangalore COMPARISONS ACROSS AGENCIES OVER TIME 1994, 1999 & 2003

8. Public Affairs Foundation, Bangalore PROBLEM INCIDENCE General Households

9. Public Affairs Foundation, Bangalore PROBLEM INCIDENCE Slum Households

10. Public Affairs Foundation, Bangalore STAFF BEHAVIOUR

11. Public Affairs Foundation, Bangalore AGENCY RESPONSIVENESS

12. Public Affairs Foundation, Bangalore CORRUPTION

13. OVERALL SATISFACTION OVERALL SATISFACTION n/a General Households

14. Public Affairs Foundation, Bangalore OVERALL SATISFACTION Slum Households

15. FOLLOW UP ACTIVITIES AND CONCLUSIONS

16. Public Affairs Foundation, Bangalore FOLLOW UP ACTIONS  1993  1993: press conference, second study and training for worst performing agency, some agencies defensive  1999  1999: pre-release meetings, press conference, workshop with 3 service providers and open house, follow up study, public meetings with BESCOM  2003  2003: Briefing service agencies, dissemination through media, meeting with NGOs working in slums, zonal level workshops.

17. Public Affairs Foundation, Bangalore 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. CONCLUSIONS

18. Public Affairs Foundation, Bangalore 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. CONCLUSIONS