Citizen report card: Citizen feedback for effective service delivery. An operational manual

Abstract

As Asian cities expand rapidly, the gap between citizens’ needs and the capacity of local governments to respond has widened. This manual, developed by PRIA in collaboration with partners in Bangladesh and Cambodia, explores the use of Citizen Report Cards as a participatory tool to address these deficits in governance and service delivery. Drawing on experiences from multiple municipalities, it outlines the design, implementation, and communication of CRCs while highlighting their potential to foster accountability and responsiveness in basic services such as water and sanitation. Rather than offering prescriptive answers, the document positions CRCs as an evolving practice, an invitation for practitioners, officials, and communities to rethink how citizens’ voices can reshape urban governance.