CONTENTS
ACKNOWLEDGEMENT 2
ABBREVIATIONS 3
LIST OF TABLES 4
LIST OF FIGURES 5
Chapter 1: Introduction to the Study 11
1.1 Background of the Study 11
1.2 Research Problem 12
1.3 Research Questions 12
1.4 Objectives 12
1.5 Scope of work 12
3.5 Research Methodology 13
Chapter 2: Literature Review 15
2.1 What is Governance 15
2.2 Urban Local Government in India 15
2.2.1 74th Constitutional Amendment Act, 1992 15
2.2.1.1 Ward Committees 16
2.2.2 Reforms for decentralization under Jawaharlal Nehru National Urban Renewal Mission (JNNURM) 17
2.2.2.1 Community participation Law 17
2.3 The role of organisational design in impacting services delivery 18
2.3.1 Organizational Design in Public service – A Case from Kenya 18
2.3.2 Greater authority of London – A best practice to urban governance 19
2.4 Evaluating Service Delivery Performance 20
2.5 Service Delivery Analysis 20
2.6 Indicators 21
2.7 Citizens Surveys in Governance 22
2.7.1 Case on National Citizen Survey (NCS) of USA 22
2.7.3 A users guide to measure local governance: A case from Indonesia 28
Chapter 3: Data Collection Tools 29
3.1 Overview of tools 29
3.1.1 Governance Checklist 29
3.1.2 Citizens survey 32
3.2 Scoring framework 36
3.2.1 Overall Scoring 36
Chapter 4: Primary Data Collection 37
4.1 Trivandrum 37
4.1.1 Profile of the city 37
4.1.2 Governance Profile 38
4.1.3 Governance Checklist 38
4.1.4 Citizen Survey 43
4.1.5 Scoring 52
4.2 Ahmedabad 54
4.2.1 Profile of the city 54
4.2.2 Governance Profile 54
4.2.3 Governance Checklist Data 55
4.2.3 Citizen Survey 59
4.2.4 Scoring 65
4.3 Jaipur 67
4.3.1 Profile of the city 67
4.3.2 Governance Profile 68
4.3.3 Governance Checklist Data 69
4.3.3 Citizen Survey 73
4.3.4 Scoring 78
Chapter 5: Analysis and Inferences 79
5.1 Overall Scoring of cities 79
5.2 Analysis at a glance 80
5.3 Detailed Analysis 80
5.3.1 Trivandrum 80
5.3.2 Ahmedabad 81
5.3.3 Jaipur 82
Chapter 6: Conclusion 83
6.1 Governance 83
6.2 Financial Autonomy 83
6.3 Citizens Participation 83
References 84