Water and Sewerage Services in Karachi : Citizen Report Card—Sustainable Service Delivery Improvements
This report discusses the key findings and recommendations emerging from a pilot Citizen Report Card (CRC) on water, sanitation, and sewerage services in Karachi. This initiative comes, on one hand, in the wake of deteriorating services, weakened c...
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| Format: | Working Paper |
| Language: | English en_US |
| Published: |
Washington, DC
2017
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| Online Access: | http://documents.worldbank.org/curated/en/436261468286530609/Water-and-sewerage-services-in-Karachi-citizen-report-card-sustainable-service-delivery-improvements http://hdl.handle.net/10986/27926 |
| Summary: | This report discusses the key findings
and recommendations emerging from a pilot Citizen Report
Card (CRC) on water, sanitation, and sewerage services in
Karachi. This initiative comes, on one hand, in the wake of
deteriorating services, weakened community interfaces and
accountability structures, poor revenue generation and
dysfunctional governance structures and, on the other, an
emergent consensus to bring in far-reaching institutional
reforms that should move beyond financial and technical
imperatives. The CRC, pioneered by the Public Affairs Center
(PAC), Bengaluru, is a simple but powerful tool to provide
public agencies with systematic feedback from users of
public services. CRC gains such feedback through sample
surveys on aspects of service quality that users know best,
and enable public agencies to identify strengths and
weaknesses in their work. A CRC on public services is not
just one more opinion poll; it reflects the actual
experiences of people with a wide range of public services.
The survey on which a report card is based covers only those
individuals who have had experiences in the use of specific
services, and interactions with the relevant public agencies. |
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