Public Service Delivery and Empowerment
Edited by Anil B. Deolalikar, Shikha Jha and Pilipinas F. Quising
Chapter 10: Citizen empowerment in service delivery
The participation of citizens in the delivery of public services is a prominent issue in the policy agendas of many governments, development agencies and aid donors. Evidence suggests that citizen participation can help improve service delivery, leading to a better match with local needs, greater quality and access, and lower corruption and resource misallocation. Indeed, the last two decades have seen a proliferation of policies and programs promoting citizen empowerment. This chapter examines the different approaches for their effective promotion. There are different citizen empowerment approaches or models that seek to enhance the ability of citizens to monitor service delivery, voice their needs, demand transparent and fair allocation of benefits and resources, claim their rights and improve quality and accountability. These models include instruments with different objectives, institutional properties and operational procedures.
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