Bringing Citizens Back In:
Public Sector Reform, Service Delivery Performance, and Citizen Accountability in an Indian State
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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 Sup...
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 frontlineworkers 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.
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