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 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.

Bibliographic Details

Main Author:	World Bank
Format:	Working Paper biblioteca
Language:	English en_US
Published:	Washington, DC 2010-12
Subjects:	ACCESS TO SEWERAGE, ACCESS TO WATER, ACCOUNTABILITY STRUCTURES, ACCOUNTABLE WATER, AVAILABILITY OF WATER, AVAILABLE WATER, BOREHOLES, CANALS, CHANNELS, CHARGES FOR WATER, CITIZEN ACTION, CITIZEN PARTICIPATION, CIVIL SOCIETY, CIVIL SOCIETY ORGANIZATIONS, CIVIL SOCIETY PARTICIPATION, CLEAN WATER, COLLECTION OF WATER, COMMUNITY PARTICIPATION, COMPETITIVE BIDDING, COMPETITIVE BIDDING PROCESS, CONSERVATION, COST OF WATER, COST RECOVERY, CUSTOMER RELATIONS, DECISION MAKERS, DECISION MAKING, DECISION MAKING PROCESS, DISTRIBUTION OF WATER, DOMESTIC USE, DOMESTIC WATER, DRAIN, DRAINS, DRINKING WATER, GAUGING, HOUSEHOLDS, ILLEGAL CONNECTION, INVESTMENT PLANNING, LACK OF WATER, LAND USE, LEAST COST, LEGAL CONNECTIONS, LOCAL COUNCILS, MAINTENANCE COSTS, MUNICIPAL SERVICES, PIPELINES, PONDS, POPULATION GROWTH, PROGRAMS, PROVIDING WATER SUPPLY, PROVINCIAL GOVERNMENT, PROVISION OF WATER, PUBLIC SECTOR UTILITY, PUBLIC TAPS, PUBLIC TOILET, PUBLIC TOILETS, PUBLIC UTILITIES, PUBLIC WATER, PUBLIC WATER SOURCES, PUMPS, QUALITY OF WATER, REGULARITY OF WATER SUPPLY, REGULATORY FRAMEWORK, RESIDENTIAL PREMISES, RESPONSIBILITY FOR WATER, REVENUE GENERATION, RIVERS, SANITATION, SANITATION PROGRAM, SANITATION SECTOR, SANITATION SERVICE, SANITATION SERVICE DELIVERY, SANITATION SERVICES, SCARCITY OF WATER, SERVICE IMPROVEMENT, SERVICE IMPROVEMENTS, SERVICE PROVIDER, SERVICE PROVIDERS, SERVICE PROVISION, SERVICE QUALITY, SEWERAGE, SEWERAGE CONNECTIONS, SEWERAGE SERVICES, SEWERAGE SYSTEM, SOURCES OF WATER, SUPPLY OF WATER, SUSTAINABLE SERVICE DELIVERY, TARIFF SETTING, TARIFF STRUCTURE, TOWN, TOWNS, TRANSPARENCY, TYPE OF CONNECTION, URBAN UTILITIES, URBANIZATION, USAGE OF WATER, USERS OF WATER, UTILITIES, UTILITY MANAGERS, UTILITY STAFF, VALUABLE INFORMATION, WASHING, WASTE DISPOSAL, WASTE WATER, WATER AVAILABILITY, WATER BILLS, WATER BOARD, WATER CONSUMPTION, WATER DISTRIBUTION, WATER MAINS, WATER MANAGEMENT, WATER PARTNERSHIP, WATER PIPES, WATER QUALITY, WATER RESOURCE, WATER SCARCITY, WATER SECTOR, WATER SERVICES, WATER SHORTAGES, WATER SOURCE, WATER SOURCES, WATER SUPPLY SYSTEM, WATER TANKERS, WATER USERS, WATER UTILITIES, WATER UTILITY, WELLS,
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
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