SERVICE DELIVERY IMPROVEMENTS THROUGH THE CITIZEN REPORT CARD


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The Citizen Report Card (CRC) is a simple but powerful tool to provide public agencies with systematic feedback from users of public services. By collecting feedback on the quality and adequacy of public services from actual users, CRC provides a rigorous basis and a proactive agenda for communities, civil society organization or local governments to engage in a dialogue with service providers to improve the delivery of public services.
What issues will a Citizen Report Card address?
The CRC addresses critical themes in the delivery of public services such as access to services, quality and reliability of services, problems encountered by users of services and responsiveness of service providers in addressing these problems, transparency in service provisions like disclosure of service quality standards and norms, and costs incurred in using a service including hidden costs such as bribes. The CRC also provides a summative satisfaction score that captures the totality of critical service-related parameters.
What outcomes can I expect from conducting a Citizen Report Card?
Help public service agencies to facilitate open and proactive discussions on their performances. Empower citizen groups to play a watch-dog role to monitor public service agencies and local governments. Enable federal ministries and planning departments to streamline and prioritize budget allocations and monitor implementation. Deepen social capital by converging communities around issues of shared experiences and concerns.
What kind of institutional capacity would I need to conduct a Citizen Report Card?
CRCs work best when there is an explicit recognition within an organization on the need to conduct a user feedback led diagnostic or assessment exercise. Some critical institutional capacities required to make CRCs effective are:
Analytical staff well-versed in quantitative methods. Since a large part of the CRC involves sample surveys and analysis of data, a major pre-requisite is that the organization should have either in-house capabilities to understand and interpret numbers or have resources to locate external support. Dedicated resource to anchor and manage the CRC processes. Dedicated resources for communication and outreach. Support from the top management
How do I get started?
A good way to start is to understand the CRC processes in a structured format. This e learning course is a good step in this direction.
About this e-learning toolkit
This self-learning course is designed to help users develop the basic knowledge and skills to implement Citizen Report Cards (CRCs).
The course is structured around ten modules. The modules, in turn are designed to enable users to understand the conceptual, technical, managerial and operational details of CRCs. Each module consists of relevant learning content and an end-of-module assessment. Organizations and individuals interested in implementing a CRC, supporting implementation of a CRC, or learning about the methodology can use the course. The course shares a decade's learning accumulated by the Public Affairs Centre (PAC), a Bangalore based non-governmental organization.
The course is meant for officers of local governments, civil society organizations, development agencies, and consortiums.
What will you learn from this e learning course?
A feasibility assessment on the potential for citizen report cards How to plan & design a citizen report card activity How to carry out data collection How to analyse results to prioritise actions and identify effective dissemination and negotiation strategies How to design effective post citizen report card actions, e.g. public advocacy state-citizen partnerships or public-private collaborations
Produced in partnership with the Asian Development Bank (ADB) and the Public Affairs Centre.
Final Points to Consider
This print version covers the entire CRC methodology. However, depending on the level of expertise within the lead institution, users may require assistance during the field implementation of the CRC: designing the survey instrument, developing the sampling design, carrying out the fieldwork and performing the data entry and analysis.
A CD and online version are also available for organizations interested in understanding and implementing the CRC.
Implementation of the CRC methodology usually takes 6-12 months. However, the time duration may vary depending on the geographical spread of the locality, sample size for the survey and fieldwork (team and duration).
For any queries on the course, Please contact: queries@citizenreportcard.com
For support on the implementation of a CRC, Please contact: support@citizenreportcard.com
For submission of feedback and evaluation forms, Please contact: feedback@citizenreportcard.com
This is a self-learning course on the Citizen Report Card (CRC). If you are interested in this course please take a few moments to ENSURE that your computer is appropriately configured.
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Hardware requirements A minimum of Pentium II processor Atleast 32 MB RAM 32 bit Color monitor

This course is also available in two additional formats: Click here to download the Print Version (2.5 Mega Bytes - takes approx 10 minutes with a 56 Kbps dial-up Internet connection) Click here to download the Offline Installer (15 Mega Bytes - takes approx 30 minutes with a 56 Kbps dial-up Internet connection)
Produced in partnership by : Public Affairs Centre (PAC) & Asian Development Bank (ADB) Disclaimer