Exploring Citizen Initiated Contacts and the Role of Local Councilors in Problem Resolution: Evidence From Pakistan

Abstract

In this study we investigate Citizen Initiated Contacts (CICs) as a common mode of political participation. CICs arise when citizens contact local government departments for services or to make complaints. Yet, increasingly citizens are contacting their political representatives to resolve their issues rather than local government departments. Using a quantitative approach based on questionnaire data collected from two city local governments in Pakistan, we investigate this phenomenon. Our findings reveal that knowledge and accessibility of local government departments supplemented by perceived need juxtaposed between unresponsive and difficult to contact local government services resulted in citizen’s contacting their political representatives to resolve their issues. Policy and practical considerations are suggested to improve the effectiveness of CICs in public participation exercises.