Evaluating Punjab's Public Grievance Redressal System
Narrative Description of Project:
This randomised control trial (RCT) was designed to conduct a comprehensive evaluation of Punjab's Public Grievance Redressal System (PGRS). The study aimed to systematically assess citizen experiences with the grievance registration process, evaluate the accessibility and effectiveness of available redressal mechanisms, and identify key drivers and systemic barriers impacting the system’s success. Deployed across all districts of Punjab, the research combined large-scale quantitative surveys with innovative mystery client interviews to evaluate both citizen perspectives and call center operational efficiency. The evidence generated provided IDFC Institute and the World Bank robust insights to support the Punjab government in strengthening grievance redressal processes and enhancing public service delivery improvements.
Description of Actual Services Provided:
Convergent delivered end-to-end research implementation, encompassing:
- Research Instrument Design: Finalized questionnaires and programmed CAPI tools.
- Sample Design & Stratification: Designed and stratified samples using government data.
- Fieldwork Management: Managed CAPI and CATI interview execution.
- Mystery Client Interviews: Designed and executed call center assessments.
- Real-Time Dashboards: Developed monitoring tools for fieldwork and data quality.
- Statistical Analysis & Insight Generation: Conducted advanced multi-source data analysis.
- Reporting & Presentation: Delivered comprehensive evidence-based policy recommendations.
Research Methodology
The RCT was conducted with 2,700 respondents across all districts of Punjab.
- Data Collection
Computer-Assisted Personal Interviews (CAPI)
Computer-Assisted Telephone Interviews (CATI)
Mystery client interviews
Surveys were administered in Punjabi and Hindi, using a government database for sampling.
