Post on 29-Dec-2015
Citizens’ Feedback on Service Delivery Citizens’ Feedback on Service Delivery
For Acceleration of the Millennium Development GoalsFor Acceleration of the Millennium Development Goals
Minar Pimple
Regional Director, Asia and the Pacific
UN Millennium Campaign
Why Citizens’ Feedback?
The review of the past 10 years of progress indicates the following. Policies, strategies, and systems are in place in support of
the MDGs in many countries. BUT! the delivery of essential services at the local level
needs to be improved. There is a need for more accountability and transparency
throughout the service delivery systems.
Primary beneficiaries of service delivery (i.e. citizens) need to monitor and track the MDG progress at the local level.
“CITIZENS’ FEEDBACK” CITIZENS’ FEEDBACK”
What is it?
A tool that allows ordinary people to directly provide real-time feedback (good or bad) to government on MDG service delivery and receive immediate corrective response.
A tool that gives government first-hand feedback on felt needs from the ground.
A technological platform facilitates the feedback and response flow, mainly using SMS and Internet.
The feedback is built around the entitlements given to citizens through government programs and schemes overlapping with the MDG objectives.
The collected data are accessible to the public, media, and elected representatives, for policy advocacy.
There is a potential for addressing corruption from the bottom end of service delivery.
Media and communication to help amplify the voices
Pilot in India – SAMADHAN
• 2 pilot locations: Koraput (Orissa) & Sehore (MP)
• Ensuring government ownership by integration into the
government’s grievance redressal mechanisms.
• CSO partners (Samarthan, VSO/SOVA) managing the
implementation.
• Technology platform
developed and
launched in Koraput.
Pilot in the Philippines – TINGOG 2015
• 2 pilot locations: Albay Province & Agusan del Sur Province
• MOU was signed among Governor, Mayor and CSO partner.
• CSO partner (SWP) managing the implementation.
• Technology platform is being developed.
• 3 major mobile
companies agreed to
allocate “2015” for
Tingog, applying a lower
rate for incoming SMS.
M&E and Knowledge Management
M&E system to document outputs & outcomes:
changes in service delivery outcomes relative to the benchmarks in the intervention sites
citizen satisfaction with service delivery factors associated with citizen satisfaction and with service providers’ response Improvements in service delivery - increased availability and access to services
and information at the community level Citizen empowerment - increased citizen’s demand for responsive and
accountable governance Levels of government buy-in & responsiveness to citizens’ needs and demands Improvement in state-citizen interaction and dialogue Enabling factors’ contribution; policies, political climate etc.
Learning and sharing
Knowledge management products Web-based sharing of outcomes, experiences & lessons
Success Factors for Upscaling & Replication
Ownership of the Government – both Central and Local
Integration into the existing government schemes
Establishing back-end workflows to ensure timely responses
Ownership and empowerment of citizens
Accessibility and user-friendliness of the technology tool
Awareness raising and incentivization
Help transform the existing power relations by generating bottom-up pressure for change
Adaptability and replicability
Proof of concept
Open source technology