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PAC & the government

Armed with the mission of good governance, our founder, Dr Samuel Paul and a few friends pioneered the first Citizen Report Card (CRC) in 1992 where an assessment of the public services in Bangalore was conducted. The experiment received widespread acclaim both nationally and internationally. This led to the formal creation of Public Affairs Centre (PAC) two years later in 1994, a non-partisan, not-for-profit research organisation with two decades of experience in the field of Public Policy and action-oriented Research with financial support from the National Foundation for India and the Ford foundation.

In the last 22 years, PAC has worked with various government departments. Some of the research work that we do have been commissioned by them, which speaks volumes of our credibility. These include

  • Social Audit of Public Service Distribution in Karnataka – Public Affairs Centre(PAC), Bangalore, carried out the Social Audit of Public Service Delivery in Karnataka, based on the Citizen Report Card methodology pioneered by PAC. The following seven services were covered under the study:
    1. Public Bus Transport
    2. Food and Civil Supplies through Public Distribution System
    3. Veterinary Health Care 4. Pension Schemes
    4. Services of PHCs and District Hospitals 6. Government High Schools
    5. Nemmadi Kendras (documentation and issue of Certificates)

This Social Audit was based on user feedback generated through a scientific sample survey of users and households in rural areas. Responses from 2,688 individuals across the State were collected on the above services in pre-designed questionnaires. To read the full report click HERE

  • Assessment of Bangalore Water and Sewage Supply Board (BWSSB) services – Bangalore Water Supply and Sewerage Board invited Public Affairs Centre (PAC) Bangalore, to conduct an ‘ASSESSMENT OF BWSSB’s SERVICES’ in its jurisdictional area in Bangalore. PAC carried out this study based on its pioneering and well-known Citizen Report Card (CRC) approach.  The study was based on user feedback generated through a scientific random survey of users, service providers and case studies of Treatment plants, Cauvery Headworks and Plumbers. The purpose of the study is to systematically assess the quality, responsiveness and outcomes of the basic services provided by Divisional, Sub-divisional and Service Stations to the public; generate a better understanding of the problems faced by consumers, and constraints being faced by the BWSSB staff in their role as service provider to the community; and to assist the BWSSB to use the information and knowledge generated through the study so that actionable policies and remedies can be formulated.

To read the English version of the report click HERE

To read the ಕನ್ನಡ version of the report click HERE

  • Assessment of Bangalore Electricity Supply Company (BESCOM) services in the city – Bangalore Electricity Supply Company (BESCOM) invited Public Affairs Centre (PAC) Bangalore, to conduct an Assessment of Bangalore Electricity Supply Company (BESCOM) services in Bangalore.

The core objectives of this study were to systematically assess the quality, responsiveness and outcomes of basic services provided by sub-divisional and section/unit office to the public; to generate a better understanding of problems and constraints being faced by the BESCOM staff  in their role as service provider to the community; and to assist the BESCOM, to use the information and knowledge generated through the study so that actionable policies and remedies can be formulated.

The study followed the Citizen Report Card (CRC) approach and gathered feedback from both users and BESCOM personnel to present a balanced picture of the issues faced by users while availing BESCOM’s services and constraints faced by the personnel while discharging their duties. The report ends with a written commitment by BESCOM to carry out corrective measures to address the issues highlighted through the findings from the study.

Click HERE to access the full report

  • Assessing Stakeholder perceptions on water security in peri-urban areas of Bangalore in collaboration with Environmental Management and Public Research Institute (EMPRI) – EMPRI had invited PAC to conduct a joint-study on the issue of Water Security in Peri-Urban areas in Bangalore. Peri-Urban refers to those areas (mostly on the outskirts) of a city that are in the transitional phase from the rural to urban category. We studied the areas Manchanayakanahalli village of Ramnagar Taluk in Karnataka.

To read the full report click HERE

  • A Mirror to the Police – Public Affairs Centre undertook a study on ‘Police Work Culture’ at the request of the Karnataka State Police Department of the Government of Karnataka.
    The study sought to:
         1. systematically assess the quality, responsiveness and outcomes of the basic services provided by police stations to the public,
         2. to generate a better understanding of the problems and consA Mirror to the Policetraints being faced by the police personnel in their role as service provider to the community, and
         3. to assist the police department to use the information and knowledge generated through the study so that actionable policies and remedies can be formulated.
    The scope of the study was limited to the core services of the police stations. There are clearly other functions that the police department performs, but these did not form part of this assessment. To read this report click HERE
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Evolved as a group for citizens to connect with the government; active engagement in electoral reform and public service analysis
Developed Citizen Report Cards, began to engage in research on state projects
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