Channels for citizen-civil servant communication need to be created. By including more citizens in the process of monitoring civil service performance, decentralization creates more opportunities for friction between civil servants and citizens. Harassment by private interest groups can prevent honest and dedicated civil servants from performing their duties, while civil servants can use their positions to threaten citizens. These tensions can be avoided by relatively quick and inexpensive methods and structures for redressing grievances, whether these come from civil servants or from the citizens.