This website aims to help citizens and institutions carry out a Citizen Report Card survey and analyze feedback from users of two public services – Drinking water and Sanitation.

The CRC methodology collects and uses citizen feedback on public services to facilitate improvements in service delivery. The CRC approach is based on the premise that feedback on service quality, collected from communities with the help of a sample survey, provides a credible basis for communities and local governments to engage in a dialogue and partnership action to improve the delivery of public services*.

This website hopes to share a decade's worth of learning accumulated during the implementation of various CRCs by the Public Affairs Centre (PAC), Bangalore by providing adequate information for carrying out a CRC survey and tools for executing a Citizen Report Card Survey on drinking water and sanitation.

*This interactive learning tool is designed to assist individuals and organizations interested in carrying out a Citizen Report Card study. This learning tool assumes that the user is familiar with the rationale and basic concepts of Citizen Report Cards (CRCs). In case you are new to Citizen Report Cards, we would strongly recommend that you familiarize with the key concepts by visiting an online tutorial at www.citizenreportcard.com.

The CRC was developed in Bangalore, India. Frustrated with the poor condition of public services in the city, a group of citizens undertook a one-time effort to collect feedback on services from the perspective of users of services. Ten years later, the methodology has evolved into a powerful tool to monitor, diagnose and advocate for improvements in public service delivery.

The success of the initial effort in Bangalore led to the creation of the Public Affairs Centre (PAC) in 1995. PAC has independently and in partnerships carried out several report cards around the world. Hundreds of individuals, ranging from civil society representatives to World Bank and government officials, have attended PAC’s report card workshops to adopt and implement the tool in their own localities.