000			03212nam a2200157Ia 4500
008			110101s9999 xx 000 0 und d
082			_aMUM TH-0233 _bSHI
100			_aShirke, Chitrakshi Pramod (PUM20091) _990907
245		0	_aManagement of municipal services - effectiveness of cpmplaint redressal system for urban poor (Softcopy is also available)
260			_c2020
300			_aviii,114p.
505			_aContents Chapter 1: Introduction 1 1.1 Problem Statement 11 1.2 Scope of the research 11 1.3 Research Questions 11 1.4 Research Objectives and Methodology 12 1.5 Urban Poor 13 1.5.1 Definitions on Urban Poor 13 1.6 Decentralization 13 Chapter 2: Literature Study 15 2.1 Urban Governance 15 2.2 Participatory Governance 16 2.3 Citizen Participation and Political Accountability for Public Service Delivery in India: Remapping the World Bank‟s Routes 19 2.4 Ladder of Citizen Participation 22 2.5 Exercising Citizenship Invited and Negotiated Spaces in Grievance Redressal Systems in Hubli–Dharwad 24 2.6 Citizen Participation and Grievance Redressal Mechanism 26 2.6.1 Citizen Participation 26 2.6.2 Grievance Redressal Mechanism 29 2.7 Key Learnings 29 Chapter 3: Media Analysis 31 3.1 Citizen Engagement Mechanisms 32 3.1.1 Ward Committees 32 3.1.2 Participatory Budgeting (PB) 38 3.1.3 Program based Initiatives 40 3.1.4 Urban Governance Activities 42 3.1.5 Key Learnings 46 3.2 Customer Complaint Redressal (CCRS) 47 3.2.1 Online Portal 47 3.2.2 Mobile based applications 49 3.2.3 Interventions in Service Delivery mechanisms 51 3.2.4 Key Learnings 53 Chapter 4: Case Studies 54 4.1 Ahmedabad: City Profile 54 4.1.1 City Profile 54 4.1.2 Demographics of Ahmedabad 54 4.1.2 Citizen Participation and Grievance Redressal Mechanism 54 4.2 Case Study 1: Saraspur 55 4.2.1 Site Profile 55 4.2.2 Demographics of Saraspur 56 4.2.3 Timeline of Saraspur 56 4.2.4 Site Photographs 57 4.2.5 Survey Analysis 59 4.2.6 Survey Details 60 4.2.7 Survey Analysis 61 4.2.8 Highlights from Interviews with the Residents 66 4.2.9 City Civic Centre (CCC) and Saraspur Ward Office 67 4.2.10 Comprehensive Complaint Redressal Mechanism (CCRS) 68 4.3 Case Study 2: Navrangpura 70 4.3.1 Site Profile 70 4.3.2 Demographics of Navrangpura 70 4.3.3 Site Photographs 70 4.3.4 Interview with Social Worker (BJP Karyakarta) 77 4.3.7 Survey Details 80 4.3.8 Problems Identified 81 4.3.9 Comprehensive Complaint Redressal Mechanism (CCRS) 83 4.4 Case Study 2: Behrampura 85 4.4.1 Site Profile 85 4.4.2 Demographics of Behrampura 85 4.4.3 Site Photographs 86 1.3.4 Survey Details 93 1.3.5 Problems Identified 93 4.4.5 Comprehensive Complaint Redressal Mechanism (CCRS) 95 4.4.6 Comparative Study 97 Chapter 4: Analysis of Comprehensive Complaint Redressal Mechanism (CCRS) Data 101 4.5 Analysis of the CCRS Data 101 Chapter 5: Recommendations 105 5.1 Issues Identified 105 5.2 Recommendations 105 Bibliography 106 Annexure 107 1. Questionnaire 107 2. Interview with the Ward Corporator 109 3. Analysis of Comprehensive Complaint Redressal Mechanism (CCRS) Data 111
700			_aShelly Kulshreshta (Guide) _990835
890			_aIndia
942			_2ddc
999			_c69826 _d69826