Water and Sewerage Services in Karachi : Citizen Report Card—Sustainable Service Delivery Improvements

World Bank

Washington, DC

关键词: ACCESS TO SEWERAGE;    ACCESS TO WATER;    ACCOUNTABILITY STRUCTURES;    ACCOUNTABLE WATER;    AVAILABILITY OF WATER;   

RP-ID  :  64292

学科分类：社会科学、人文和艺术（综合）

来源: World Bank Open Knowledge Repository

【 摘 要 】

This report discusses the key findingsand recommendations emerging from a pilot Citizen ReportCard (CRC) on water, sanitation, and sewerage services inKarachi. This initiative comes, on one hand, in the wake ofdeteriorating services, weakened community interfaces andaccountability structures, poor revenue generation anddysfunctional governance structures and, on the other, anemergent consensus to bring in far-reaching institutionalreforms that should move beyond financial and technicalimperatives. The CRC, pioneered by the Public Affairs Center(PAC), Bengaluru, is a simple but powerful tool to providepublic agencies with systematic feedback from users ofpublic services. CRC gains such feedback through samplesurveys on aspects of service quality that users know best,and enable public agencies to identify strengths andweaknesses in their work. A CRC on public services is notjust one more opinion poll; it reflects the actualexperiences of people with a wide range of public services.The survey on which a report card is based covers only thoseindividuals who have had experiences in the use of specificservices, and interactions with the relevant public agencies.