Social Accountability projects

An important tool in integrating participatory planning development cycle is the social accountability approach. Accountability is broadly defined as an obligation of those holding power to take responsibility for their behaviour and actions with the ultimate objective of improving service delivery to the citizens who have given them their mandate. Establishing social accountability mechanisms has great potential for improving governance and making service delivery more effective in municipal governance through empowering citizens. In India, social accountability as a policy has been adopted largely in the rural context, especially in flagship programmes like MGNREGS (Mahatma Gandhi National Rural Employment Guarantee Scheme) and SSA (SarvaShikshaAbhiyan). But efforts have been weak in the context of urban governance. The urban flagship programmeJnNURM (Jawaharlal Nehru National Urban Renewal Mission) has touched on a few components of social accountability as part of its reform agenda under the e-governance reform component. But there is much scope to broaden the canvas of social accountability mechanisms to be adopted by ULBs (Urban Local Bodies).

PRIA has worked to address the problem of lack of downward accountability in the delivery of developmental programs by facilitating social accountability of municipalities. This has improved citizens’ access to information and basic services, institutionalized citizen participation and social accountability practices in urban governance institutions; and enhanced capacities of municipalities to become transparent, accountable and efficient in basic service delivery. Citizen Charters have been developed and publicly notified in Rapiur, Varanasi and Ranchi; single window grievance redressal system has been set up in Raipur municipality; complaints handling has been systematized through a 24/7 helpline in Ranchi; grievance handling decentralized to ward level in Varanasi; and development and implementation of zonal and ward plans has been achieved in Bilaspur and Biharsharif