Foundation is a non-partisan, voluntary organization whose
aim is to empower citizens and the government with knowledge,
information and facts. We are committed to the re-establishment
of accountability and transparency in public governance through
was founded in 1998 by a group of young socially active citizens
of Mumbai, from various professions and walks of life who
believe that collective action can make a change in improving
living standards in one of the world's busiest cities, Mumbai.
We work, as far as possible, in cooperation with government
have a simple three phase method.
citizen’s charter is a document from the government agency,
which provides citizens with information on the various services
of the government; the speed and quality with which the government
commits to provide these services; and a clear procedure for
complaint redress and escalation.
help the government develop user-friendly charters. Praja
has worked with the Municipal Corporation of Greater Mumbai
(MCGM) in jointly developing a citizen’s charter. In coordination
with the MCGM, we continually refine these service level commitments
and standards. We conduct extensive trainings of officers
and staff of the MCGM on customer service and use of the charter
published in 1999, the MCGM citizen’s charter is available
online on our website www.praja.org.
Apart from the MCGM, Praja also developed an easy to use charter
for the Right to Information. For all work on transparency
and accountability, we believe a citizen’s charter is a good
Performance Surveys / Report Cards
next step is to get an accurate picture of what the citizens
think. We carry out surveys of citizens to get this picture.
2000 and 2001 Praja commissioned extensive Performance Surveys,
carried out by ORG-MARG, India’s leading market research agency.
These were undertaken in order to understand the citizen’s
opinion of the MCGM’s performance
– both about the MCGM as a whole, as well as its various
departments and their service delivery.
results are then telescoped into a “report card” where various
departments / geographical areas are rated by the citizens.
This report card is discussed at public meetings where government
officials and eminent citizens are present where we obtain
commitments for improvement from the government officials.
latest series of surveys – Complaint Audits -- have
been on grievance handling of the MCGM. They aim to monitor
whether citizen complaints received by the MCGM have been
acknowledged and redressed, and whether redressal was done
in the time stipulated in the Citizen’s Charter and how satisfied
the citizen was with the work done.
third phase consists of a monitoring tool, which helps both
the government agency as well as citizens. Based on the parameters
in the charter, we have developed an Online Complaint Monitoring
System (OCMS) to monitor the progress of citizen’s complaints
in a holistic way combining all avenues of redressal into
one efficient channel. The OCMS is a 24/7, internet based
system connected to all wards of the MCGM as well as the head
office. It is ably supported by a 24/7 complaint hotline (phone
number “1916”) that was developed jointly by Praja and the
latest project is to bring out a detailed handbook on the
state of governance in Mumbai to further citizens understanding
of the working of government – on the ground.
handbook will look at major departments of the MCGM as well
as other agencies concerned with civic governance. Each chapter
will also have recommendations and reforms for improving governance.
These will be based on liberal principles and the concepts
of new public management. Praja also seeks to follow up on
the recommendations made in the handbook to improve transparency,
accountability and better governance in Mumbai city.
reach out to citizens in various ways. We have had weekly
columns in English, Marathi and Gujarati newspapers. Our Citizen’s
Charter was printed and distributed free of cost by the Indian
Express newspaper with their daily edition. We have a comprehensive
website – www.praja.org
– that has details of all our projects from the Citizen’s
Charter to the OCMS. Our performance reports are published
as booklets and distributed to various community-based organisations.
19/20, BMC School Building, first floor
Opp. Lamington Road Police Station
Mumbai 400 007
Tel: 91-22-2384 1826