Multiple accountability relationships and improved service delivery performance in Hyderabad City, Southern India
Bibliographic Data
| ID | 9964294 |
|---|---|
| Authors | Jonathan Caseley (Institute for Development Studies, University of Nairobi, Kenya, corresponding author) |
| Year | 2006 |
| Volume | 72 |
| Issue | 4 |
| Pages | 531-546 |
| Publication date | 2006-12-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | International Review of Administrative Sciences (JOURNAL) |
| Journal identifiers | ISSN: 0020-8523 • E-ISSN: 1461-7226 |
| Publisher | SAGE Publishing (PUBLISHER • US) |
| DOI | 10.1177/0020852306070082 |
| OpenAlex | W2090456148 |
| Language | EN |
| Citations received | 8 |
| References cited | 25 |
This article examines a series of service delivery reforms that were undertaken at the Hyderabad Metropolitan Water Supply and Sewerage Board in Andhra Pradesh State, southern India. Key to sustained improvements in service delivery performance were three effective accountability relationships, triangulating between citizens, senior managers, and frontline workers. In this dynamic, consistent citizen demand for accountability provided new sources of performance information to senior managers, which they could then use to hold frontline workers to account for responsive service provision. Transparent and accessible citizen-based accountability mechanisms have the potential to contribute to organizational change and sustained improvements in service delivery performance in public sector service providers
Accountability · Business · Metropolitan area · Political science · Public relations · Public sector · Service (business · Service delivery framework · Service provider · Sewerage · Engineering · Marketing · Medicine · Public Administration · Public Policy and Administration Research · Public-Private Partnership Projects · Urban and Rural Development Challenges
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| Unique citing works | 8 |
|---|---|
| Citations per year | 0,67 |
| Citation span | 2014 - 2026 (13) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 7 |