THE CITIZEN REPORT CARD AS A WAY OF STRENGTHENING SERVICE DELIVERY: A CASE STUDY FROM ANTALYA, TURKEY

Abstract

Author(s): Burak HERGUNER

A citizen report card (CRC) is deemed to be an advocacy tool to improve the quality of public services through rating them from a user perspective. In 2012, the Antalya City Council, together with the Antalya Governorate and Akdeniz University, launched a Citizen Report Card (CRC) initiative to reveal the views of the citizens about the quality of public services within the boundary of Antalya Metropolitan Municipality. This paper, two years later from the report, examines the changes with the aim of finding out if the CRC initiative in particular and civic engagement efforts in general have indeed an impact on the public service ethos in the relevant public sector units of the city to hearten the citizens for getting more involved in the provision of public services. In this paper, the case study method was employed, and a combination of observations, interviews, and written documents was selected to complete the case study investigation. The study shows that there has been a change in the organizational culture of public units in Antalya city toward a welcoming approach to the engagement of citizens in public affairs.

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