THIRD CITIZEN REPORT CARD


     ON CIVIC SERVICES IN BANGALORE




                                      This document is...
CITIZEN REPORT CARD ON CIVIC SERVICES
                 USER FEEDBACK FROM BANGALORE
                                      ...
KEY CITY AGENCIES
                       BMP
                       BESCOM
                       BWSSB
                  ...
OVERALL SATISFACTION 2003
                                                    General Households

                        ...
OVERALL SATISFACTION 2003
                                       Slum Households
                                       O ...
COMPARING AGENCIES
          OVER TIME

                      1994, 1999 & 2003 2003

                                    ...
PROBLEM INCIDENCE
                                                     General Households


                              ...
PROBLEM INCIDENCE
                                     Slum Households

                                  Problem Incidenc...
STAFF BEHAVIOUR
                                            General Households


                                        S...
STAFF BEHAVIOUR
                                          Slum Households
                                      Satisfacti...
CORRUPTION

                             Corruption across Three Report Cards

              100
               80
 % who ...
OVERALL SATISFACTION
                                                      General Households
                            ...
OVERALL SATISFACTION
                                        Slum Households

                                   Overall S...
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THIRD CITIZEN REPORT CARD

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THIRD CITIZEN REPORT CARD

  1. 1. THIRD CITIZEN REPORT CARD ON CIVIC SERVICES IN BANGALORE This document is intellectual property of Public Affairs Centre (PAC) and This document is the Intellectual Property of Public Affairs Centre (PAC). Any quotation from it should duly acknowledge PAC. any quotation from it should duly acknowledge PAC.
  2. 2. CITIZEN REPORT CARD ON CIVIC SERVICES USER FEEDBACK FROM BANGALORE December 2003 BMP BDA BWSSB BESCOM BMTC This document is intellectual property BSNL POLICE RTO of Public Affairs Centre (PAC) and any quotation from it should duly HOSPITALS This document is intellectual property of Public Affairs Centre (PAC) and any quotation from it should duly acknowledge PAC. acknowledge PAC.
  3. 3. KEY CITY AGENCIES BMP BESCOM BWSSB BDA BMTC BANGALORE POLICE BSNL RTO GOVERNMENT HOSPITALS This document is intellectual property of Public Affairs Centre (PAC) and This document is the Intellectual Property of Public Affairs Centre (PAC). Any quotation from it should duly acknowledge PAC. any quotation from it should duly acknowledge PAC.
  4. 4. OVERALL SATISFACTION 2003 General Households OVERALL SATISFACTION 2003 General Household 100 96 97 95 85* 77 21 73 29 22 73 73 78 80 * % satisfied 60 29 23 31 70 35 50 40 75 73 67 44 50 46 20 38 28 15 0 TC e O M NL l A B P ta lic RT BD BM SS O pi BM BS Po SC os BW .H BE Agency G Completely Satisfied Partially Satisfied **In infrastructure, satisfaction with BDA is still higher. This document is intellectual property of Public Affairs Centre (PAC) and This document is the Intellectual Property of Public Affairs Centre (PAC). Any quotation from it should duly acknowledge PAC. any quotation from it should duly acknowledge PAC.
  5. 5. OVERALL SATISFACTION 2003 Slum Households O v e ra l l S a ti sfa c tio n 2 0 0 3 S lu m H o u s e h o ld s 93 88 100 83 80 19 75 23 65 33 64 % satisfied 20 60 29 37 40 74 60 55 55 20 36 27 0 S M P E TC B AL BM C SS O BM LI SC IT BW PO SP BE O H V. O G a g e n cy C o m p le te ly s a tis fie d P a rtly s a tis fie d This document is intellectual property of Public Affairs Centre (PAC) and This document is the Intellectual Property of Public Affairs Centre (PAC). Any quotation from it should duly acknowledge PAC. any quotation from it should duly acknowledge PAC.
  6. 6. COMPARING AGENCIES OVER TIME 1994, 1999 & 2003 2003 This document is intellectual property of Public Affairs Centre (PAC) and This document is the Intellectual Property of Public Affairs Centre (PAC). Any quotation from it should duly acknowledge PAC. any quotation from it should duly acknowledge PAC.
  7. 7. PROBLEM INCIDENCE General Households Problem Incidence across Report Cards General Households 100 % incidence 80 66 60 29 31 39 31 19 20 27 20 40 16 16 5 8 7 13 12 3 15 20 0 POLICE BESCOM HOSPITALS BMTC BMP RTO BWSSB BSNL BDA GOV. agency 1999 2003 This document is intellectual property of Public Affairs Centre (PAC) and This document is the Intellectual Property of Public Affairs Centre (PAC). Any quotation from it should duly acknowledge PAC. any quotation from it should duly acknowledge PAC.
  8. 8. PROBLEM INCIDENCE Slum Households Problem Incidence across Report Cards Slum Households 100 75 % incidence 80 60 38 34 27 28 40 26 13 18 17 20 8 3 6 0 BMP BESCOM BWSSB POLICE BMTC GOV. HOSPITALS agency 1999 2003 This document is intellectual property of Public Affairs Centre (PAC) and This document is the Intellectual Property of Public Affairs Centre (PAC). Any quotation from it should duly acknowledge PAC. any quotation from it should duly acknowledge PAC.
  9. 9. STAFF BEHAVIOUR General Households Satisfaction with Staff Behaviour General Households 92 93 98 100 88 89 84 89 80 80 % Satisfied 80 61 54 51 60 3126 33 28 34 40 26 18 24 31 27 15 20 11 0 n/a n/a M A TO e l P B L TC ta ic BD BM N O SS pi BM l BS R SC Po os BW BE .H Agency G 1994 1999 2003 This document is intellectual property of Public Affairs Centre (PAC) and This document is the Intellectual Property of Public Affairs Centre (PAC). Any quotation from it should duly acknowledge PAC. any quotation from it should duly acknowledge PAC.
  10. 10. STAFF BEHAVIOUR Slum Households Satisfaction with Behaviour of Staff Slum Households 100 93 84 91 100 72 64 64 % satisfied 80 54 60 45 43 33 40 17 20 0 BMP POLICE BESCOM BMTC BWSSB HOSPITALS GOV. agencies 1999 2003 This document is intellectual property of Public Affairs Centre (PAC) and This document is the Intellectual Property of Public Affairs Centre (PAC). Any quotation from it should duly acknowledge PAC. any quotation from it should duly acknowledge PAC.
  11. 11. CORRUPTION Corruption across Three Report Cards 100 80 % who paid 60 25 40 32 20 19 14 22 9 0 1994 1999 2003 year General Households Slum This document is intellectual property of Public Affairs Centre (PAC) and This document is the Intellectual Property of Public Affairs Centre (PAC). Any quotation from it should duly acknowledge PAC. any quotation from it should duly acknowledge PAC.
  12. 12. OVERALL SATISFACTION General Households Overall Satisfaction across three Report Cards General Household 96 97 100 95 90 85 73 78 77 80 % Satisfaction 73 73 70 67 60 47 50 41 42 40 34 34 32 32 30 25 16 14 20 9 5 6 4 10 n/a n/a 1 0 A O e P NL l TC M B ta lic BM BD RT SS O pi BS BM Po SC os BW .H BE Agency G 1994 1999 2003 This document is intellectual property of Public Affairs Centre (PAC) and This document is the Intellectual Property of Public Affairs Centre (PAC). Any quotation from it should duly acknowledge PAC. any quotation from it should duly acknowledge PAC.
  13. 13. OVERALL SATISFACTION Slum Households Overall Satisfaction across Three Report Cards Slum Households 100 88 93 83 80 85 83 71 73 75 73 80 65 65 69 63 62 64 % satisfied 60 40 31 25 20 0 BMP BESCOM BWSSB GOV. POLICE BMTC HOSPITAL agency 1994 1999 2003 This document is intellectual property of Public Affairs Centre (PAC) and This document is the Intellectual Property of Public Affairs Centre (PAC). Any quotation from it should duly acknowledge PAC. any quotation from it should duly acknowledge PAC.

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