1. Samuel Paul, PAC PUBLIC AFFAIRS CENTRE PUBLIC AFFAIRS CENTRE MISSION STATEMENT “ IDENTIFY AND PROMOTE INITIATIVES THAT FACILITATE A PRO-ACTIVE ROLE BY CITIZENS TO ENHANCE THE LEVEL OF PUBLIC ACCOUNTABILITY AND PERFORMANCE” A KNOWLEDGE DRIVEN - ACTION SUPPORT ORGANIZATION

2. Samuel Paul, PAC MANDATE... 4 REPORT CARDS / OTHER RESEARCH 4 ACTION SUPPORT / ADVOCACY 4 CAPACITY BUILDING / ADVISORY SERVICES 4 INFORMATION DISSEMINATION

3. Samuel Paul, PAC Governance `Crises’ 4 Poor Access to Public Services - Inefficiency 4 Indifference, Collusion with vested Groups - Non Responsiveness 4 Rampant corruption, Extortion by `Agents & Middlemen’- Weak Accountability 4 Loose Systems & Weak Integrity - Abuse of discretion

4. Samuel Paul, PAC Why Weak Collective Response 4 Lack of EXIT Options 4 Episodic Nature 4 Threat of Reprisal 4 Information Barriers 4 Low / No Trust in any formal mechanism

5. Samuel Paul, PAC How to Make a Change... 4 From Coping to `VOICES’ by Citizens 4 From `Shouting’ to `Counting’ by Activists 4 From Reaction to Informed Action 4 From Episodic Responses to Organised Action S ystematic D emand D riven C hanges

6. Samuel Paul, PAC IMPROVING GOVERNANCE The PAC Approach 4 COMMENCE WITH CREATING DEMAND FOR GOOD GOVERNANCE 4 FOCUS ON STRONGLY FELT NEEDS AND ISSUES 4 COMPARE PERFORMANCES OF DIFFERENT INSTITUTIONS 4 INITIATE DIALOGUE WITH STAKEHOLDERS 4 FACILITATE PROBLEM SOLVING FORUMS/ACTIONS

7. Samuel Paul, PAC WHY? Report Cards... 4 Generate user feedback on public services 4 Provide opportunities to citizens/groups to demand more accessibility, responsiveness & accountability from service providers 4 Encourage service providers to introduce citizen friendly practices 4 Create an environment to facilitate demand mobilisation - awareness creation, issues on exclusion & vulnerability, `Rights-Based’ strategies

8. Samuel Paul, PAC What a Report Card can DO!! 4 Generates User Feedback on services 4 Converts widespread individual issues into Collective Issues 4 Quantifies, Classifies & Ranks Services/Agencies across qualitative & quantitative issues 4 Provides information on Hidden Costs 4 Creates a BASE to launch practical ACTIONS

9. Samuel Paul, PAC S teps in Conducting a Report Card 4 Issues identified through FGDs 4 Designing instruments 4 Identification of a scientific representative sample from the city population 4 Survey by Independent Agency 4 Collection of Qualitative Data 4 Report always in Public Domain

10. Samuel Paul, PAC EXPERIENCES WITH REPORT CARDS Some Snapshots

11. Samuel Paul, PAC BENCHMARKING CIVIC SERVICES IN BANGALORE - The Satisfaction Scores (General Households)

12. Samuel Paul, PAC BENCHMARKING CIVIC SERVICES IN BANGALORE - The Bribery Matrix (General Households)

13. Samuel Paul, PAC BENCHMARKING CIVIC SERVICES IN BANGALORE - Corruption & The Urban Poor

14. Samuel Paul, PAC ACITIZENS’ REPORT CARD ON KARNATAKA’S GOVERNANCE A CITIZENS’ REPORT CARD ON KARNATAKA’S GOVERNANCE Sectoral `VOICES’

15. Samuel Paul, PAC Interactions with Agencies  Matrix of key `Disablers’

16. Samuel Paul, PAC BATF SURVEY ON IMPROVEMENTS ON CRITICAL PROBLEMS

17. Samuel Paul, PAC Type of Information Generated 4 Accessibility & Usage 4 Satisfaction with individual services 4 Responsiveness of Service Providers 4 Cases of Bribes - Extortionary Vs Voluntary 4 Willingness to Pay for better services

18. Samuel Paul, PAC From REPORT CARD TO ACTION! From REPORT CARD TO ACTION! A Strategic Framework Which Services / Agencies are Crucial? How Vulnerable are these Users? Design of Short-term & Long-term strategies Identifying support constituencies & Partners Identifying Quick-wins for momentum Identifying Capacity Building & Resource Requirements

19. Samuel Paul, PAC Making Advocacy Effective !! Some Insights 4 Felt Need for an Objective & Credible Database 4 Focus on Services / Agencies  NOT Individuals 4 Presence of a LOCAL CHAMPION 4 Conducted by Independent & Technically Competent Local NGOs / Professional Groups 4 LOCAL OWNERSHIP & PROGRAMMES

20. Samuel Paul, PAC WHAT REPORT CARDS ACHIEVED... 4 CREATING PUBLIC AWARENESS WIDE PRESS COVERAGE, WORKSHOPS, SEMINARS ETC. 4 STIMULATING AGENCY REFORMS INTERNAL REVIEW BY BDA, IPP Study, PROACTIVE RESPONSES IN MUMBAI & AHMEDABAD.

21. Samuel Paul, PAC WHAT REPORT CARDS ACHIEVED... 4 STRENGTHENING CIVIL SOCIETY INITIATIVES SWABHIMANA MOVEMENT - SERVICE DELIVERY IMPROVEMENTS, ELECTORAL TRANSPARENCY. 4 CAPACITY BUILDING FOR PUBLIC INTEREST GROUPS ADVOCACY NGOs AND INTERNATIONAL ORGANISATIONS- FEDCOT, SEWA, RKS, UNDP 4 REPLICATIONS/ADAPTATIONS: BATF, Bangalore; Governance Score Cards - Bangladesh; Social Weather Project - Philippines