This is an approach developed by the Public Affairs Centre, Bangalore which has been used in several parts of the world, including India, The Philippines, Vietnam, Ukraine, and Tanzania.

The Citizen Report Card (CRC) approach is based on the premise that feedback on service quality, collected from communities with the help of a sample survey, provides a reliable basis for communities and local governments to engage in a dialogue and partnership action to improve the delivery of public services.

The agency implementing the CRC approach will need to:

• have interest and commitment to improve public services;
• collect feedback from citizens using public services through a sample survey;
• analyse the feedback and draw conclusions on gaps and issues in services delivered; and
• engage all relevant stakeholders in dialogue to identify steps to improve services.

There is a self-learning course on this methodology that includes 10 modules offered by the Public Affairs Centre (PAC), Asian Development Bank (ADB) and Asian Development Bank Institute (ADBI).

Click here to access the course online.

Contact queries@citizenreportcard.com with any questions.
Contact support@citizenreportcard.com for support on the implementation of a CRC.