A Samuhik Charcha on “Citizen Voice: Measuring and Integrating it within Government Systems” was organised by the Capacity Building Commission (CBC) in collaboration with CEGIS, with participation from over 250 officials across training institutes, MDOs, and partner organisations.
Dr. R. Balasubramaniam (Member HR, CBC) led an interactive session on measuring citizen centricity, emphasising principles such as transparency, participation, accountability, responsiveness, and continuous improvement. He also introduced a Citizen Centricity Tool that has been developed through a rigorous process and envisioned as an improvement-oriented framework to be embedded in governance processes
The initiative was presided by Smt. S. Radha Chauhan (Chairperson, CBC), reflecting the Commission’s emphasis on embedding citizen centricity within governance systems.
The session was also attended by Shri. Ziaul Hoda (Vice President at CEGIS and head of personnel management vertical) as part of the broader institutional collaboration underpinning the initiative.
A CEGIS representative outlined methods for capturing citizen feedback, including representative sampling, call centres, and AI-enabled tools, highlighting key trade-offs across scale, cost, and depth of insights.
Smt. Chandralekha Mukherjee (Principal Advisor, CBC), in her opening and closing remarks, underscored the importance of systematically capturing and integrating citizen voice into government data systems to strengthen policy outcomes.
A Samuhik Charcha on “Citizen Voice: Measuring and Integrating it within Government Systems” was organised by the Capacity Building Commission (CBC) in collaboration with CEGIS
