Show simple item record

dc.contributor.authorCaseley, Jonathan
dc.coverage.spatialIndiaen_GB
dc.date.accessioned2014-06-10T15:21:02Z
dc.date.available2014-06-10T15:21:02Z
dc.date.issued2003
dc.identifier.citationCaseley, J. (2003) Blocked drains and open minds : multiple accountability relationships and improved service delivery performance in an Indian city. Working paper series, 211. Brighton: IDS.en_GB
dc.identifier.urihttps://opendocs.ids.ac.uk/opendocs/handle/20.500.12413/4006
dc.description.abstractHow can public sector service providers deliver improved services to citizens within environments where inefficient and often corrupt service delivery is the norm? The following paper provides some answers to this question through examining the impact of a series of customer-focused service delivery reforms undertaken at the Hyderabad Metropolitan Water Supply and Sewerage Board (Metro Water) in Hyderabad City, Andhra Pradesh state, Southern India at the end of the 1990s. The Metro Water case is interesting, as it shows how a semi-autonomous service provider can undertake organisational change and realise sustained improvements in service delivery performance. If this process is deepened over time there is a greater opportunity to attract, and provide security for, larger state or private sector investments that can impact water supply and sewerage service delivery over the long-term. This is the scenario that emerges in the following case. A key finding in this research is that multiple accountability relationships, operating between external actors and Metro Water staff, have collectively contributed to sustained organisational change and improved service delivery performance. The most critical of these relationships are those that triangulate between citizens, senior managers, and front-line workers. In the Metro Water case active citizen engagement through formal accountability mechanisms has been the key to the organisation s overall success in delivering improved services to citizens (both middle class and urban poor) throughout Hyderabad City.en_GB
dc.language.isoenen_GB
dc.publisherIDSen_GB
dc.relation.ispartofseriesIDS working papers;211
dc.rights.urihttp://www.ids.ac.uk/files/dmfile/IDSOpenDocsStandardTermsOfUse.pdfen_GB
dc.subjectEnvironmenten_GB
dc.subjectGovernanceen_GB
dc.subjectHealthen_GB
dc.subjectSocial Protectionen_GB
dc.subjectWateren_GB
dc.titleBlocked drains and open minds : multiple accountability relationships and improved service delivery performance in an Indian cityen_GB
dc.typeIDS Working Paperen_GB
dc.rights.holderInstitute of Development Studiesen_GB
dc.identifier.koha145438


Files in this item

Thumbnail

This item appears in the following Collection(s)

Show simple item record