In the past three years HDMC has undertaken several citizen friendly reforms like the
24hrs helpline service, Zonal offices for decentralized and easy administration, Citizen
Committees for ensuring community participation in administration, Agenda groups for
ensuring transparency in administration etc. All these reforms were initiated with an aim
to improve the quality of basic services provided to common man.

To check the impact of these reforms on the service delivery, Public Affairs Centre
(PAC), Bangalore had undertaken a Citizen Report Card study (CRC) in the year 2007.
Several aspects of basic services provided by HDMC like water supply, sanitation,
construction and maintenance of roads, Solid Waste Management etc were considered
to assess the quality of services delivered. Apart from the services of HDMC, some of
the other services provided by other service providers like Hubli Electricity Supply
Company (HESCOM) and North Western Karnataka Road Transport Corporation
(NWKRTC) were also considered in the study. This exercise offered a good opportunity
to try out the CRC approach in a small city.

The current CRC is an extension to the same exercise covering some more services like
issue of trade license, birth and death certificates etc apart from the services considered
in the previous CRC. This CRC aims at assessing the current status of service delivery
of HDMC, HESCOM and NWKRTC and also to suggest measures to improve the quality
of services provided.