India: citizen report cards to improve public service performance

Citizens grading government agencies for performance and publishing the results in the mass media: this is the essence of the report card methodology initiated by the Public Affairs Centre in Bangalore. The centre conducts client satisfaction surveys among lower income groups, assessing their approval of public service providers such as electricity and water supply departments. The findings are publicly shared as report cards, setting new standards of public accountability. A credible methodology of surveying, tabulation and quantitative analysis underpins the approach, and the report card experience has now been replicated worldwide.

Source: Lopes and Theisohn (2003) Ownership Leadership and Transformation: Can We Do Better for Capacity Development?  Earthscan Publications and UNDP.

For the complete case story, please see the PDF file attached below.

Year of publication: 
UNDP Ownership Leadership and Transformation
Themes and sectors: 
Monitoring and evaluation
Themes and sectors: 
Public administration