Number of Downlaods: 25
Published Date: Jun 4, 2013
Based on the Aawaz1 Programme study on service delivery,
the paper explores the problems of access to welfare services in public sector
institutions. In democratic-pluralistic societies, the state provides welfare
services to its citizens through well-performing bureaucracies on the basis of equity and
equality. This description cannot be applied in the context of Pakistan.
Managerial inadequacies, resource constraints, various forms of corruption,
weak accountability, and the inability of the state to respond to citizens’
needs are critical problems in the provision of welfare services. With the help
of a theoretical framework, the paper examines access structures and situations
in relation to the conceptual categories of ‘voice’, ‘exit’ and accountability.
Our intention is to assist policy makers, scholars and donors to understand the
range of responses that may be adopted by citizens
in access situations.
The Aawaz is a five-year voice and
accountability initiative of the UK Department for International Development
(DFID) in Pakistan. The broad themes of the programme are: to achieve greater
participation of women in
politics, to resolve local disputes through non-conventional means, and to
improve service delivery in
collaboration with service users.