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.



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

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, support on the implementation of a CRC, or submission of feedback and evaluation forms, Please contact:

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