Service Delivery and Accountability of Urban Officials: Evidence from Urban-based Local Government in Bangladesh

Abstract

This study compares the state of city government service delivery for communities living in different areas with different level of affluence in Rajshahi City in Bangladesh. Based on the results of a qualitative study, we found a significant service disparity between the affluent and the poor communities. This disparity is due to the inability of the poor to hold service providers accountable, attributable to a lack of knowledge about services and a lack of social status. Lack of quality monitoring and a marked bias in the quality of interactions between the poor and the affluent contribute to the service disparity This disparity is largely invisible to the poor who, instead of comparing themselves with the affluent citizens, compare themselves with a similar class of people.

Does Implementation of ’Citizen’s Charter Make Any Difference in Service Delivery? Comparing the Performance of Local Councils between Plain and Hilly Areas—A Case of Bangladesh

“…Besides, some other factors are responsible for the implementation variation of CC between councils, including NGO intervention, citizens' educational qualification, exemplary communication system, and positive mindset of UP staff. These findings corroborate several studies' results on policy implementation, right to information, participation, accountability, service delivery, and GO-NGO collaboration (Ahsan & Panday, 2013;Ahsan et al, 2018Ahsan et al, , 2021Baroi, 2013;Huque & Ahsan, 2016;Zafarullah et al, 2001).…”

“…Yet implementation of CC works best when citizens not only focus on their rights and entitlements but also on their roles and obligations. Citizens are then empowered to engage in dialogue with service providers and demand accountability if the delivery of services seems not to be up to established standards (Ahsan et al, 2021). The second is participation, which has two dimensions.…”

“…Information on ''where to go'' and ''how to proceed'' should be readily available to citizens from the organisations delivering CC services (Getachew et al, 2021). This can be done by pinning posters up in spaces where citizens frequently come, playing short dramas and displaying information boards at mass-gathering places, posting on the organisation's webpage, sending text messages to citizens' cell phones, inaugural celebrations, publishing and distributing brochures, handbills, leaflets etc., depending on best approach suited to locality (Ahsan et al, 2021). Like Bangladesh's Right to Information Act 2009 (RTI), legislation is necessary to ensure that citizens and civil servants know their rights and obligations under CC.…”

“…The first is informational exposure. In addition to family, neighbours and friends (see also Ahsan et al, 2021), the dissemination of information about services outlined in CC by HUP played an essential role in informing citizens of CC. Examples include displaying the CC board at UP and conducting ward shava (meeting).…”

“…A high level of knowledge of CC among citizens is necessary for its implementation, and this awareness is a byproduct of education; hence, citizens' standing influences their involvement in the governing process once again. The extent to which individuals are exposed to information about services distributed under the CC framework is directly connected to their level of awareness (Ahsan et al, 2021). To ensure that individuals can hold service providers responsible for their work, it is important to organise service delivery transparently (Nguyen et al, 2015).…”