Bringing Citizens Back In:

Jonathan Caseley

ISBN 10: 3838343328 / ISBN 13: 9783838343327

Published by LAP LAMBERT Academic Publishing Feb 2010, 2010

About this Item

This item is printed on demand - it takes 3-4 days longer - Neuware -In recent years a great deal of international research attention and development practice has focused on the potential role citizens can play in demanding accountability from public sector, service-focused organisations in developing countries. Yet, surprisingly limited attention has been paid to explaining exactly how citizen voice /demand for accountability can led to measurable improvements in service delivery performance. The following book aims to address this gap through examining two public sector organizations in Andhra Pradesh State, Southern India the Hyderabad Metropolitan Water Supply and Sewerage Board (Metro Water) and the Department of Registration and Stamps which undertook a series of customer-focused service delivery reforms in the late 1990s/early 2000s. An important finding from this research is that consistent demand for accountability from citizens provided new sources of performance information to senior managers, which they could then use to hold frontline workers to account for responsive service provision. A key lesson from the Metro Water case, which has immediate implications for service-focused, public sector reform in developing countries. 212 pp. Englisch.

Seller Inventory # 9783838343327

Bibliographic Details

• Title: Bringing Citizens Back In:
• Publisher: LAP LAMBERT Academic Publishing Feb 2010
• Publication Date: 2010
• Language: English
• ISBN 10: 3838343328
• ISBN 13: 9783838343327
• Binding: Taschenbuch
• Condition: Neu
• Dimensions: 220W x 150H x 13D millimeters 220 millimeters width by 150 millimeters height by 13 millimeters depth
• Weight: 334 grams

About this title

Synopsis

In recent years there has been considerable research and development practice attention focused on the role of citizens in demanding accountability from public sector organisations in developing countries. Yet, limited attention has been paid to explaining exactly how citizen "voice"/demand for accountability can led to measurable improvements in service delivery performance in these organisations. The following book addresses this gap through examining two public sector organisations in Andhra Pradesh State, Southern India ? the Hyderabad Metropolitan Water Supply and Sewerage Board (Metro Water) and Department of Registration and Stamps ? which undertook customer-focused, service delivery reforms at the end of the 1990s. An important finding from these cases is that consistent demand for accountability from citizens provided new sources of information to senior mangers which they could then use to hold ?front-line? workers to account. A key lesson for service-focused, public sector reform in developing countries, is that transparent, cost-effective, and accessible citizen-based accountability mechanisms can lead to long-term organisational transformation and sustained improvements in service delivery performance.