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Citizen Report Card and Community Score Card

Citizen Report Cards are participatory surveys that provide quantative feedback on user perceptions on the quality, adequacy and efficiency of public services. They go beyond just being a data collection exercise to being an instrument to exact public accountability through the extensive media coverage and civil society advocacy that accompanies the process.

Community Score Cards are qualitative monitoring tools that are used for local level monitoring and performance evaluation of services, projects and even government administrative units by the communities themselves. The community score card (CSC) process is a hybrid of the techniques of social audit, community monitoring and citizen report cards. Like the citizen report card, the CSC process is an instrument to exact social and public accountability and responsiveness from service providers. However, by including an interface meeting between service providers and the community that allows for immediate feedback, the process is also a strong instrument for empowerment.

Difference between Citizen Report Cards & Community Score Cards

Citizen Report CardCommunity Score Card
Unit - household/individual
Meant for macro level
Main output is demand side data on performance and actual scores
Implementation time longer (3-6 months)
Feedback later, through media

Information collected through questionnaires

Unit - Commmunity
Meant for local level
Emphasis on immediate feedback and accountability, less on actual data
Implementation time short (3-6 weeks)

Information collected through focus group discussions

Successful examples of this approach: Filipino Report Card on Pro-poor services &
Report Card on Public Services in Bangalore, India


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Tools and Methods for PM&E