PUBLIC AFFAIRS CENTRE

Samuel Paul, PAC

PUBLIC AFFAIRS CENTREPUBLIC AFFAIRS CENTRE

MISSION STATEMENTMISSION 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 A KNOWLEDGE DRIVEN - ACTION SUPPORT ORGANIZATIONSUPPORT ORGANIZATION

Samuel Paul, PAC

MANDATE...MANDATE...

REPORT CARDS / OTHER RESEARCH

ACTION SUPPORT / ADVOCACY

CAPACITY BUILDING / ADVISORY

SERVICES

INFORMATION DISSEMINATION

Samuel Paul, PAC

Governance `Crises’Governance `Crises’

Poor Access to Public Services - Inefficiency

Indifference, Collusion with vested Groups - Non Responsiveness

Rampant corruption, Extortion by `Agents & Middlemen’- Weak Accountability

Loose Systems & Weak Integrity - Abuse of discretion

Samuel Paul, PAC

Why Weak Collective Why Weak Collective ResponseResponse

Lack of EXIT Options Episodic Nature Threat of Reprisal Information Barriers Low / No Trust in any formal

mechanism

Samuel Paul, PAC

How to Make a Change...How to Make a Change...

From Coping to `VOICES’ by Citizens From `Shouting’ to `Counting’ by

Activists From Reaction to Informed Action From Episodic Responses to

Organised Action

Systematic Demand Driven Changes

Samuel Paul, PAC

IMPROVING GOVERNANCEIMPROVING GOVERNANCEThe PAC ApproachThe PAC Approach

COMMENCE WITH CREATING DEMAND FOR GOOD GOVERNANCE

FOCUS ON STRONGLY FELT NEEDS AND ISSUES

COMPARE PERFORMANCES OF DIFFERENT INSTITUTIONS

INITIATE DIALOGUE WITH STAKEHOLDERS FACILITATE PROBLEM SOLVING

FORUMS/ACTIONS

Samuel Paul, PAC

WHY? Report Cards...

Generate user feedback on public services Provide opportunities to citizens/groups

to demand more accessibility, responsiveness & accountability from service providers

Encourage service providers to introduce citizen friendly practices

Create an environment to facilitate demand mobilisation - awareness creation, issues on exclusion & vulnerability, `Rights-Based’ strategies

Samuel Paul, PAC

What a Report Card can DO!!What a Report Card can DO!!

Generates User Feedback on services Converts widespread individual

issues into Collective Issues Quantifies, Classifies & Ranks

Services/Agencies across qualitative & quantitative issues

Provides information on Hidden Costs Creates a BASE to launch practical

ACTIONS

Samuel Paul, PAC

SSteps in Conducting a Report teps in Conducting a Report CardCard

Issues identified through FGDs Designing instruments Identification of a scientific

representative sample from the city population

Survey by Independent Agency Collection of Qualitative Data Report always in Public Domain

Samuel Paul, PAC

EXPERIENCES WITH EXPERIENCES WITH REPORT CARDSREPORT CARDS

Some SnapshotsSome Snapshots

Samuel Paul, PAC

BENCHMARKING CIVIC SERVICES IN BENCHMARKING CIVIC SERVICES IN BANGALORE - BANGALORE - The Satisfaction Scores The Satisfaction Scores (General Households)(General Households)

PERCENT SATISFIED PERCENTDISSATISFIED

SERVICES /AGENCIES

1994 1999 1994 1999

Water SupplyBoard

04 46 46 08

Power Corporation 06 45 31 17

MunicipalCorporation

05 25 49 26

Telephones 09 30 28 11

Transport Office 14 18 36 26

DevelopmentAuthority

01 16 65 36

Samuel Paul, PAC

BENCHMARKING CIVIC SERVICES IN BENCHMARKING CIVIC SERVICES IN BANGALORE - BANGALORE - The Bribery Matrix The Bribery Matrix (General Households)(General Households)

Percent Claiming tohave paid a bribe

Average paymentper transaction inRupees

SERVICES /AGENCIES

1994 1999 1994 1999

Water Supply Board 12 11 275 561

Power Corporation 11 09 206 1563

MunicipalCorporation

21 52 656 3759

Telephones 04 26 110 245

Transport Office 33 57 648 637

DevelopmentAuthority

33 35 1850 1653

Samuel Paul, PAC

BENCHMARKING CIVIC SERVICES IN BENCHMARKING CIVIC SERVICES IN BANGALORE - Corruption & The BANGALORE - Corruption & The Urban PoorUrban Poor

SERVICE /AGENCY

PERCENTPAYINGBRIBES

AVERAGEAMOUNT(RUPEES)

PERCENTCLAIMINGBRIBE WASDEMANDED

WATERSUPPLY

04 200 50

MUNICIPALSERVICES

34 270 73

ELECTRICITY 10 250 100

RATIONSHOPS

11 84 83

POLICE 46 4193 88

PUBLICHOSPITALS

53 640 63

Samuel Paul, PAC

AA CITIZENS’ REPORT CARD ON CITIZENS’ REPORT CARD ON KARNATAKA’S GOVERNANCEKARNATAKA’S GOVERNANCE

Sectoral `VOICES’

SECTOR Governancewas betterthis year

Governancewas worsethis year

CannotComment

Farmers/Cultivators

19 64 17

Labourers 14 47 39

White CollarWorkers

40 50 10

Entrepreneurs/ Industrialists

74 19 07

Rural 20 60 20

Overall 24 52 24

Samuel Paul, PAC

Interactions with AgenciesInteractions with Agencies

Matrix of key `Disablers’

AgenciesIssue

KIADB KEB BWSSB PCB SFIsBribes weredemanded

36.8% 51.5% 38.5% 43.8% 31.8%

Processing time* 71.9% 81.8% 30.8% 60.9% 56.8%

Amount of*paperwork required

61.4% 51.5% 53.8% 50% 63.6%

Staff behaviour* 28.1% 28.8% 30.8% 23.4% 20.5%

More than 10 visitsmade

37.3% 34.2% 14.8% 19.1% 29.1%

* Proportion expressing dissatisfaction

Samuel Paul, PAC

BATF SURVEY ON BATF SURVEY ON IMPROVEMENTS ON CRITICAL IMPROVEMENTS ON CRITICAL PROBLEMSPROBLEMS

0 10 20 30 40 50 60 70

IrregularWater Supply

Garbage onRoad

Potholes onRoad

Pollution

BetterSameWorse

Samuel Paul, PAC

Type of Information Type of Information GeneratedGenerated

Accessibility & Usage Satisfaction with individual services Responsiveness of Service Providers Cases of Bribes

- Extortionary Vs Voluntary- Extortionary Vs Voluntary Willingness to Pay for better

services

Samuel Paul, PAC

From REPORT CARD TO From REPORT CARD TO ACTION!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

Samuel Paul, PAC

Making Advocacy Effective !!Making Advocacy Effective !!Some InsightsSome Insights

Felt Need for an Objective & Credible Database

Focus on Services / Agencies NOT Individuals

Presence of a LOCAL CHAMPION Conducted by Independent &

Technically Competent Local NGOs / Professional Groups

LOCAL OWNERSHIP & PROGRAMMES

Samuel Paul, PAC

WHAT REPORT CARDS WHAT REPORT CARDS ACHIEVED...ACHIEVED... CREATING PUBLIC AWARENESS

WIDE PRESS COVERAGE, WORKSHOPS, SEMINARS ETC.

STIMULATING AGENCY REFORMSINTERNAL REVIEW BY BDA, IPP Study, PROACTIVE RESPONSES IN MUMBAI & AHMEDABAD.

Samuel Paul, PAC

WHAT REPORT CARDS WHAT REPORT CARDS ACHIEVED...ACHIEVED... STRENGTHENING CIVIL SOCIETY INITIATIVES

SWABHIMANA MOVEMENT - SERVICE DELIVERY IMPROVEMENTS, ELECTORAL TRANSPARENCY.

CAPACITY BUILDING FOR PUBLIC INTEREST GROUPSADVOCACY NGOs AND INTERNATIONAL ORGANISATIONS- FEDCOT, SEWA, RKS, UNDP

REPLICATIONS/ADAPTATIONS: BATF, Bangalore; Governance Score Cards - Bangladesh; Social Weather Project - Philippines