An Assessment of the Impact of Bangalore Citizen Report Cards on the Performance of Public Agencies

The Bangalore Citizen Report Card (CRC), pioneered by the Public Affairs Centre (PAC), provides an assessment of the satisfaction levels of citizens with regard to public services in Bangalore and ranks public service agencies (dealing with water, power, municipal services, transport, housing, telephones, banks and hospitals) in terms of their service performance. This review provides an independent assessment of the contribution of the first two CRCs (1994 and 1999) based on interviews with a sample of agency heads, senior state officials, citizen action groups and the media in Bangalore.