Contents
Undertaking v
Acknowledgments ix
Abstract xi
Table of Contents xiii
List of Figures xvii
List of Tables xix
List of Abbreviations xxi
1 Introduction 13
Background 13
Defining Purpose 14
Problem Statement 14
Aim 15
Objectives 15
Scope and Limitations 15
Methodology 15
2 Literature Review 19
What is a Citizen Platform? 19
What is Citizen Centric Approach 19
Relationship between Good Governance and Citizen Platforms 20
Impact of Citizen Platform on Various SDGs 21
Citizen Platforms to Achieve Open Government Partnership Goals. 21
Smart Cities and IAP2 Public Participation Spectrum 21
Social Accountability 23
Various International and National Practices Regarding Citizen Engagement Platform 24
Better Access to Community WASH Services through the use of Social Accountability Mechanisms – Case Study Nepal 25
Citizen Report Card - Enabled Community Voices Inform the Swachh Bharat Mission in Chhattisgarh 27
Talk London 28
Jakarta, Indonesia – Mining of Citizen Feedback Data for Enhanced Local Government Decision–Making 29
Improving Zimbabwe Urban WASH Service Delivery through U- Report 31
SLB Connect – Mainstreaming Citizen Feedback in Service Delivery Using ICTs 32
PMC Care and PMC Care 2.0 34
Project Pulse 34
Swachh Survekshan 37
MyGOV – a national level platform 39
Digital Storytelling and Technological Platforms like Pluc tv 40
Social Media Platforms and Gamification 42
Various Laws and Frameworks Related to Citizen Engagement in India 43 3
Assessment of Existing Platform 45
Segregation of Platform According to the Mode of Access 45
Citizen Engagement Themes 47
Detail Assessment Framework 48
4 Status of Existing Platform in Small and Medium Towns of Maharashtra State 53
Overview of Maharashtra 53
Urban Local Bodies in Maharashtra 54
Assessment of Citizen Engagement Platforms 55
5 Citizens’ Comfortability with Adapting to Identified Platforms 59

Citizens’ Platform for WASH Services
Why Citizen Comfortability 59
Process for Analyzing the Citizen Comfortability 59
Shahada Municipal Council Overview 60
Survey Details 61
Survey Finding 63
Citizen Interaction with Government and Mode of Interaction..63 Literacy and Digital Penetration 65
Use of Digital Technology and Knowledge Gained of the WASH sector 66
Knowledge about Existing Platforms & Willingness to Engage in the WASH Sector Platform 68
Summary of Survey Analysis 69
6 Recommendations and Suggestions 71
Framework for Selecting the Citizen Platform Based on the Purpose of Engagement 71
Detail Workability and Features of Citizens' Platform 76
Institutionalization of Citizen Platform 79
Regarding Existing Mission Monitoring and Evaluation 81
7 Conclusion and Way Forward 83
References 85
Appendix 1: Government Official Survey Questionnaire 91
Appendix 2: Citizen Perspective Survey Questionnaire 92
Appendix 3: Expert Survey Questionnaire 93
Appendix 4: Weightage and Assessment of Platform Using Assessment Parameters 94 Appendix 5: Interaction and Demonstration with Citizens 95
Appendix 6: Different Organization's Roles in the WASH Sector 96
Appendix 7: Key Factors Consideration for the WASH Platform 97