“Unredressed” Grievances under RTE: Navigating the State Labyrinth

Bhattacharjee, Malini; Mysoor, Dolashree

doi:10.1111/gove.12132

Cited by 9 publications

(5 citation statements)

References 8 publications

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“…Service failure defeats the very purpose of the existence of the public delivery system and thus there should be some mechanisms put in place to improve the system and redress the pain caused to the citizen (Bhattacharjee & Mysoor, 2016). This is where a system of citizen feedback acts as a remedial mechanism and sets up a reverse link between the service provider and the citizen.…”

Section: Public Service Delivery and Citizen Feedback Systemsmentioning

confidence: 99%

Augmenting Public Service Delivery Through Online Feedback Systems

Sapru

2020

Indian Journal of Public Administration

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The importance of citizen feedback on public services can never be undermined. However, for many public service organisations, citizens’ feedback is the least of the priorities. Technology has not only helped in improving public service delivery but also the feedback part of it. This article highlights the importance of feedback in the context of public service delivery. It also identifies the challenges faced in implementing feedback systems, besides highlighting critical success factors. Further, it has been discussed how online feedback systems have transformed the way citizens interact with public authorities. This article also discusses the Rapid Assessment System (RAS), which is a generic technology-enabled platform for seeking real-time citizen feedback on public services.

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Section: Public Service Delivery and Citizen Feedback Systemsmentioning

confidence: 99%

Augmenting Public Service Delivery Through Online Feedback Systems

Sapru

2020

Indian Journal of Public Administration

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“…As feedback generally implies an interaction between citizen/customer and the public sector, including appreciation, complaint, various requests, etc., here complaint is defined as a communication from the citizen, dealing with an unfairly suffered discomfort, sometimes as a consequence of a service not or only partly provided. This damaged (or limited access to) a right or a legitimate interest and the citizen needs redress (Bhattacharjee and Mysoor, 2016; Gauri, 2011). Accordingly, there are three essential elements of a complaint: communication, discomfort and damage.…”

Section: Literature Reviewmentioning

confidence: 99%

Citizen feedback as a tool for continuous improvement in local bodies

Minelli

Ruffini

2018

IJPSM

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Purpose The purpose of this paper is to contribute to the feedback discourse by exploring how public managers and politicians use complaints from citizens to improve the overall and specific performance of public services. The main research questions are: Can citizen complaints analysis be a useful planning tool in the public sector? What can public managers learn from citizen feedback? Design/methodology/approach Applying an empirical approach (Yin, 2005), the multiple case studies treated in the paper aim to clarify a series of decisions (particularly, why feedback is not used to its maximum potential). The overall design includes a defined set of questions, and the research protocol includes data retrieval, collection and analysis. A new cataloging model is proposed to homogenize the spectrum of analysis. This model is intended to create a parallel between two local bodies different in size, mission, and complexity, but which have front office facilities and are in the same territory and have the same potential target population. Findings In total, 698 complaints and 183 corrective or preventive actions were analyzed. Public managers’ attention seems to focus on technical or normative issues rather than on aspects of public services. This may be explained by the lack of funds for training, the scarce use of relational and human capital development leverage, and the concomitant necessity to guarantee at least the same level of services as provided in previous years, confirming the “Blame the rich and credit the poor” mantra. Originality/value This paper offers a strategic approach to learning from citizen’s feedback that other scholars or practitioners have not yet provided. There are many academic studies on customer feedback as a continuous improvement tool for the private sector, but few for public administration.

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“…2 2 See Kruks‐Wisner (2021) for an excellent, different approach to this topic focused on public perceptions of police grievance hearings and Bhattcharjee and Mysoor (2016) on education grievances. …”

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confidence: 99%

Politicians' complaint response: E‐governance and personal relationships

O’Brochta

2022

Governance

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When do politicians respond to individuals' public service complaints? Technological solutions—termed e‐governance—have been shown to help increase responsiveness in some developing nations where they serve to connect individuals, politicians, and bureaucrats for the first time. I argue that in country‐contexts like India, where personal connections to bureaucrats and politicians are common, politicians are less responsive to complaints registered with e‐governance systems than to complaints delivered via personal connections. Using data from public complaints, complaint responses, and field interviews in Delhi, I show that politicians are not responsive when complaints submitted to e‐governance systems increase, but that they are responsive to complaints submitted to them through personal connections. This result suggests that the introduction of an e‐governance system does not necessarily increase government performance. Politicians are incentivized to be more responsive to complaints registered directly with them because those complaints are more likely to generate electoral benefits.

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“Unredressed” Grievances under RTE: Navigating the State Labyrinth

Cited by 9 publications

References 8 publications

Augmenting Public Service Delivery Through Online Feedback Systems

Augmenting Public Service Delivery Through Online Feedback Systems

Citizen feedback as a tool for continuous improvement in local bodies

Politicians' complaint response: E‐governance and personal relationships

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