TTIX2013

1. A Case Study for
Session 3.B – Quality assurance mechanisms –
From Evidence to Policy: The Role of Research Ethics
February 19, 2015
Social audit of public service
delivery in Karnataka using
the Citizen Report Card (CRC)
approach

2.  The Study/project
Assessment of eight public services through user feedback across the state
of Karnataka, India
Used the Citizen Report Card (CRC) approach to collect information from
users on various parameters including access, usage, service quality,
problem incidence, staff responsiveness, problem resolution, corruption,
satisfaction, and suggestions for improvement.
Funded by the State Planning Board of the Government of Karnataka,
India
 Objectives of the study
 to systematically collect information and assess the quality of services
provided by the state government
 to assist the relevant departments to use the information and knowledge
generated through the study so that actionable policies and remedies can
be formulated
 Scope of the study
Nearly 3000 users covered through household listing and tracer as well as
exit interview methods
Selection of districts representing the administrative zones of Karnataka
Background

3.  Maintained Impartiality
 Selection of districts representing the zones of the State
 Selection of sample population using relevant probability sampling
methods
 Accountability
 Internally – Shared all findings with the government and with
other stakeholders
 Externally – Requested each department to respond to the
findings; incorporated their responses into the final report
 Ensured transparency
 Public dissemination of findings/report inserted as a clause in SPB-
PAC MoU
 Final report uploaded in the government website and in the PAC
website
Application of research ethics…

4.  Research ethics at PAC demands going back to the community with
findings  create demand for service delivery improvement
 Not done for this project
 tight timelines
 lack of resources to take it forward
 find partners / local champions
 Shouldn’t we as a team have found the resources to ‘close the loop’?
Not closing the loop…!

5. THANK YOU
Our contact details:
meena@pacindia.org
sreedhar@pacindia.org