The Governance Brief: Grievance Redressal Processes in Urban Service Delivery: How Effective Are They? (Issue 17-2008)
Ranganathan, Malini | June 2008
Abstract
The purpose of this brief is to examine experiences to date with institutionalized or formal complaint management tools related to municipal services such as drinking water, street lights, garbage removal, and sanitation. Complaint management involves the direct relaying of citizens’ grievances about an urban service to a utility or municipal agency and the follow-up response by the individuals responsible. This brief considers the risks involved in formal complaint management systems such as exclusion of certain groups, or prioritization of the complaints of certain groups over others.
Citation
Ranganathan, Malini. 2008. The Governance Brief: Grievance Redressal Processes in Urban Service Delivery: How Effective Are They? (Issue 17-2008). © Asian Development Bank. http://hdl.handle.net/11540/2662. License: CC BY 3.0 IGO.Keywords
Results-Based Monitoring And Evaluation
Public Policy Evaluation
Project Evaluation & Review Technique
Operations Evaluation
Governance
Corporate Governance Reform
Public Administration
Institutional Framework
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http://hdl.handle.net/11540/2662Metadata
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