What is a Citizen Report Card (CRC)?
The CRC is an assessment of public services from the point of view of users. It was developed in Bangalore, India in 1993. The Citizen Report Card (CRC) is a tool to • collect citizen feedback on public services from actual users of a service (and not opinions from the general public) • assess the performance of individual service providers and/or compare performance across service providers, and • generate a database of feedback on services that is placed in the public domain. The CRC can also measure levels of public awareness concerning citizen’s rights and responsibilities. Basically it is a report card on services provided by government agencies. Unlike an opinion poll, the CRC includes only feedback from individuals who have used a particular service. As a result, the CRC takes the experience of users instead of just views from the general public. The CRC process involves gathering and disseminating citizen feedback, as well as follow-up efforts, to facilitate improvements in ser
