Public Grievance Redressal

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Overview

Public service delivery can be viewed as a two-sided problem, constituting a supply side characterized by government responsiveness and a demand side comprising citizens’ participation. How do these two sides interact to bring about better welfare outcomes? In exploring this question, we investigate recent schemes that have been introduced by the Government of Bihar to increase transparency and citizen inputs into service delivery monitoring.

Our research aims to support Bihar in its implementation of three powerful legislations: the Bihar Public Grievance Redress Act (BPGRA), the Right to Public Services Act (RTPS) and the Right to Information Act (RTI). In the initial stages of the project, we will focus primarily on the BPGRA, a law that provides citizens the legal right to grievance redressal by the state within a defined period of time.

The project will analyse management information system (MIS) data from these three schemes in order to supplement the state’s understanding of citizens’ issues and bureaucratic roadblocks. In addition, the project aims to pilot and test a user feedback cell to better understand user experience with these schemes.

Using these two sources of data, the project seeks to achieve four objectives: (1) assess citizens’ experience with the implementation of these legislations, (2) understand bureaucratic challenges to implementation, (3) formulate ways to make these legislations more effective, popular and citizen-friendly and (4) pilot and rapid-test interventions, including improving civic awareness of grievance redressal mechanisms and providing feedback to bureaucrats on user experience, to support the government’s efforts in monitoring public service delivery.

People

Fellow
Niranjan Rajadhyaksha

Research Director and Senior Fellow

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Team Lead
M.R. Sharan

Senior Research Associate

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