Case Study 1 - Bangalore, India : Participatory Approaches in Budgeting and Public Expenditure Management
Inspired by a private sector practice of conducting client satisfaction surveys, a small group of people in Bangalore2, concerned about the city' deteriorating standards of public services3, initiated an exercise in 1993 to collect feedback fr...
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| Language: | English |
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2012
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| Online Access: | http://documents.worldbank.org/curated/en/2003/03/2820049/case-study-1-bangalore-india-participatory-approaches-budgeting-public-expenditure-management http://hdl.handle.net/10986/11308 |
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okr-10986-113082021-04-23T14:02:55Z Case Study 1 - Bangalore, India : Participatory Approaches in Budgeting and Public Expenditure Management World Bank ACCOUNTABILITY AUTHORITY CAPACITY BUILDING CASE STUDIES CASE STUDY CITIZEN CITIZEN FEEDBACK CITIZENS CIVIC ACTIVISM CIVIL SOCIETY CIVIL SOCIETY INSTITUTIONS CLIENT SATISFACTION CLIENT SATISFACTION SURVEYS CONSTITUENCIES CORRUPTION DECISION MAKING DEMOCRATIC COUNTRIES DEVELOPING COUNTRIES DEVELOPMENT NETWORK ECONOMICS EDUCATION LEVEL FREE PRESS GOVERNMENT OFFICIALS GROUP DISCUSSIONS IMPROVING GOVERNANCE INCOME INCOME LEVELS LEARNING LEGITIMACY LOBBYING MUNICIPALITY PARTICIPATORY APPROACHES PETTY CORRUPTION POVERTY REDUCTION PRIVATE SECTOR PUBLIC ACCOUNTABILITY PUBLIC AFFAIRS PUBLIC AGENCIES PUBLIC ENTERPRISES PUBLIC EXPENDITURE PUBLIC EXPENDITURE MANAGEMENT PUBLIC INITIATIVES PUBLIC POLICIES PUBLIC SERVICES QUALITY OF SERVICES RANDOM SAMPLE REPRESENTATIVE SAMPLE RURAL AREAS SAMPLE SIZE SERVICE DELIVERY SERVICE PROVIDERS SOCIAL CAPITAL SOCIAL DEVELOPMENT SOCIALLY SUSTAINABLE DEVELOPMENT SUSTAINABLE DEVELOPMENT TELEPHONES TRANSPARENCY URBAN POOR WATER SUPPLY PARTICIPATORY APPROACHES BUDGETING METHODS PUBLIC EXPENDITURE PUBLIC SERVICES PRIVATE SECTOR MANAGEMENT QUALITY STANDARDS EFFICIENCY CORRUPTION Inspired by a private sector practice of conducting client satisfaction surveys, a small group of people in Bangalore2, concerned about the city' deteriorating standards of public services3, initiated an exercise in 1993 to collect feedback from users. User perceptions on the quality, efficiency, and adequacy of the various services were aggregated to create a 'report card' that rated the performance of all major service providers in the city. The findings presented a quantitative measure of satisfaction and perceived levels of corruption, which, following coverage in the media, not only mobilized citizen and government support for reform, but also prompted the rated agencies themselves to respond positively to civic calls for improvement in services. This exercise was repeated in 1999, and has been replicated in at least five other Indian cities, as well as the State of Karnataka in the interim. By systematically gathering and disseminating public feedback, report cards may serve as a "surrogate for competition" for monopolies - usually government owned - that lack the incentive to be as responsive as the private enterprises to their client's needs. They are a useful medium through which citizens can credibly and collectively 'signal' to agencies about their performance and pressure for change. 2012-08-13T14:43:04Z 2012-08-13T14:43:04Z 2003-03 http://documents.worldbank.org/curated/en/2003/03/2820049/case-study-1-bangalore-india-participatory-approaches-budgeting-public-expenditure-management http://hdl.handle.net/10986/11308 English Social Development Notes; No. 70 CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo/ World Bank Washington, DC Publications & Research :: Brief Publications & Research South Asia India |
| repository_type |
Digital Repository |
| institution_category |
Foreign Institution |
| institution |
Digital Repositories |
| building |
World Bank Open Knowledge Repository |
| collection |
World Bank |
| language |
English |
| topic |
ACCOUNTABILITY AUTHORITY CAPACITY BUILDING CASE STUDIES CASE STUDY CITIZEN CITIZEN FEEDBACK CITIZENS CIVIC ACTIVISM CIVIL SOCIETY CIVIL SOCIETY INSTITUTIONS CLIENT SATISFACTION CLIENT SATISFACTION SURVEYS CONSTITUENCIES CORRUPTION DECISION MAKING DEMOCRATIC COUNTRIES DEVELOPING COUNTRIES DEVELOPMENT NETWORK ECONOMICS EDUCATION LEVEL FREE PRESS GOVERNMENT OFFICIALS GROUP DISCUSSIONS IMPROVING GOVERNANCE INCOME INCOME LEVELS LEARNING LEGITIMACY LOBBYING MUNICIPALITY PARTICIPATORY APPROACHES PETTY CORRUPTION POVERTY REDUCTION PRIVATE SECTOR PUBLIC ACCOUNTABILITY PUBLIC AFFAIRS PUBLIC AGENCIES PUBLIC ENTERPRISES PUBLIC EXPENDITURE PUBLIC EXPENDITURE MANAGEMENT PUBLIC INITIATIVES PUBLIC POLICIES PUBLIC SERVICES QUALITY OF SERVICES RANDOM SAMPLE REPRESENTATIVE SAMPLE RURAL AREAS SAMPLE SIZE SERVICE DELIVERY SERVICE PROVIDERS SOCIAL CAPITAL SOCIAL DEVELOPMENT SOCIALLY SUSTAINABLE DEVELOPMENT SUSTAINABLE DEVELOPMENT TELEPHONES TRANSPARENCY URBAN POOR WATER SUPPLY PARTICIPATORY APPROACHES BUDGETING METHODS PUBLIC EXPENDITURE PUBLIC SERVICES PRIVATE SECTOR MANAGEMENT QUALITY STANDARDS EFFICIENCY CORRUPTION |
| spellingShingle |
ACCOUNTABILITY AUTHORITY CAPACITY BUILDING CASE STUDIES CASE STUDY CITIZEN CITIZEN FEEDBACK CITIZENS CIVIC ACTIVISM CIVIL SOCIETY CIVIL SOCIETY INSTITUTIONS CLIENT SATISFACTION CLIENT SATISFACTION SURVEYS CONSTITUENCIES CORRUPTION DECISION MAKING DEMOCRATIC COUNTRIES DEVELOPING COUNTRIES DEVELOPMENT NETWORK ECONOMICS EDUCATION LEVEL FREE PRESS GOVERNMENT OFFICIALS GROUP DISCUSSIONS IMPROVING GOVERNANCE INCOME INCOME LEVELS LEARNING LEGITIMACY LOBBYING MUNICIPALITY PARTICIPATORY APPROACHES PETTY CORRUPTION POVERTY REDUCTION PRIVATE SECTOR PUBLIC ACCOUNTABILITY PUBLIC AFFAIRS PUBLIC AGENCIES PUBLIC ENTERPRISES PUBLIC EXPENDITURE PUBLIC EXPENDITURE MANAGEMENT PUBLIC INITIATIVES PUBLIC POLICIES PUBLIC SERVICES QUALITY OF SERVICES RANDOM SAMPLE REPRESENTATIVE SAMPLE RURAL AREAS SAMPLE SIZE SERVICE DELIVERY SERVICE PROVIDERS SOCIAL CAPITAL SOCIAL DEVELOPMENT SOCIALLY SUSTAINABLE DEVELOPMENT SUSTAINABLE DEVELOPMENT TELEPHONES TRANSPARENCY URBAN POOR WATER SUPPLY PARTICIPATORY APPROACHES BUDGETING METHODS PUBLIC EXPENDITURE PUBLIC SERVICES PRIVATE SECTOR MANAGEMENT QUALITY STANDARDS EFFICIENCY CORRUPTION World Bank Case Study 1 - Bangalore, India : Participatory Approaches in Budgeting and Public Expenditure Management |
| geographic_facet |
South Asia India |
| relation |
Social Development Notes; No. 70 |
| description |
Inspired by a private sector practice of
conducting client satisfaction surveys, a small group of
people in Bangalore2, concerned about the city'
deteriorating standards of public services3, initiated an
exercise in 1993 to collect feedback from users. User
perceptions on the quality, efficiency, and adequacy of the
various services were aggregated to create a 'report
card' that rated the performance of all major service
providers in the city. The findings presented a quantitative
measure of satisfaction and perceived levels of corruption,
which, following coverage in the media, not only mobilized
citizen and government support for reform, but also prompted
the rated agencies themselves to respond positively to civic
calls for improvement in services. This exercise was
repeated in 1999, and has been replicated in at least five
other Indian cities, as well as the State of Karnataka in
the interim. By systematically gathering and disseminating
public feedback, report cards may serve as a "surrogate
for competition" for monopolies - usually government
owned - that lack the incentive to be as responsive as the
private enterprises to their client's needs. They are a
useful medium through which citizens can credibly and
collectively 'signal' to agencies about their
performance and pressure for change. |
| format |
Publications & Research :: Brief |
| author |
World Bank |
| author_facet |
World Bank |
| author_sort |
World Bank |
| title |
Case Study 1 - Bangalore, India : Participatory Approaches in
Budgeting and Public Expenditure Management |
| title_short |
Case Study 1 - Bangalore, India : Participatory Approaches in
Budgeting and Public Expenditure Management |
| title_full |
Case Study 1 - Bangalore, India : Participatory Approaches in
Budgeting and Public Expenditure Management |
| title_fullStr |
Case Study 1 - Bangalore, India : Participatory Approaches in
Budgeting and Public Expenditure Management |
| title_full_unstemmed |
Case Study 1 - Bangalore, India : Participatory Approaches in
Budgeting and Public Expenditure Management |
| title_sort |
case study 1 - bangalore, india : participatory approaches in
budgeting and public expenditure management |
| publisher |
Washington, DC |
| publishDate |
2012 |
| url |
http://documents.worldbank.org/curated/en/2003/03/2820049/case-study-1-bangalore-india-participatory-approaches-budgeting-public-expenditure-management http://hdl.handle.net/10986/11308 |
| _version_ |
1764416266440802304 |