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Operations Evaluation Department Help Desk Operations An Overview June, 2004

Operations Evaluation Department Help Desk Operations An Overview June, 2004. OED’s Mission. To enhance development effectiveness through excellence and independence in evaluation. Strategic KM Goals.

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Operations Evaluation Department Help Desk Operations An Overview June, 2004

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  1. Operations Evaluation Department Help Desk Operations An Overview June, 2004

  2. OED’s Mission To enhance development effectiveness through excellence and independence in evaluation.

  3. Strategic KM Goals • To improve OED performance by providing Bank and non-Bank staff with more timely information and knowledge • To improve Bank, partner and client performance by making OED-generated knowledge more readily available and promoting its assimilation • To strengthen evaluation practice across and beyond the Bank by playing a leading role in the Evaluation, Monitoring and Quality Enhancement (EMQE) community of practice

  4. OED’s KM Work Program • Provide Help Desk Services • Design and maintain OED’s websites • Maintain the Aid Effectiveness portal on the Development Gateway • Strengthen the Evaluation, Monitoring and Quality Enhancement Community of Practice • Provide advice to OED staff on evaluation methodology and research design • Organize OED’s Learning Program • Promote the dissemination of OED’s evaluation results • Strengthen evaluation capacity within the Bank and the development community

  5. OED’s KM staff • 1 Lead Knowledge Management Officer • 2 Officers (1 Evaluation & 1 Information) • 1 Information Analyst • 6 Consultants • 2 Help Desk • 1 website maintenance • 1 training/learning program • 1 lessons formulation and synthesis • 1 evaluation research

  6. Help Desk Objective To promote the dissemination, utilization and assimilation of OED’s knowledge resources

  7. The Way We Operate • Contact information: Phone, fax, web, walk-in • Request processing turnaround time: 48 hours • Service assurance: emphasis on quality not quantity • Continuous consultation within and outside the KM group and with OED sector and regional experts

  8. Core functions • Respond to requests for data, evaluation methodology, specific project and policy findings, lessons and recommendations from our evaluation results • Referral service: facilitate networking activities and partnership building within and outside the Bank • Provide navigational guidance in using and accessing OED’s information resources, websites and databases.

  9. Contribute to OED Evaluations • Proactively provide data and syntheses of completed evaluation results to ongoing OED evaluations (e.g., results of previous evaluations, related studies: India, Vietnam, Mongolia, Forestry, Gender, IDA, Russia) • Provide standard background materials • Develop FAQs for the sites • Improve links to sources of evaluation information

  10. Promote the use of lessons learned • Evaluation Lessons papers online • Utilization of Project Implementation Units (PIUs) • The Bank’s Experience with Institutional Development • Disaster Assistance • Community-Driven Development • Lessons databases • Lessons on Education (project component-based) • Multisectoral Lessons (based on evaluation reports) • Web content management enhancements • Developed process and tool to capture lessons and other knowledge-related products generated from OED’s evaluations

  11. Knowledge Sharing Events to disseminate OED evaluation results & OED work • Workshops Forestry, Global Public Policy, Gender, Social Funds, PREM Week, etc. • Sector weeks Rural, Urban, Human Development, etc. • Regional events SPA, Joint OED/ECA Exhibit during World Bank/IMF Annual Meetings 2000 • Major evaluation conferences American Evaluation Association, European Evaluation Association, Bi-Annual Evaluation Conference, Canadian Evaluation Association

  12. Using Websites to Promote OED Work • Upgrading and maintaining OED’s websites • Thematic web pages ECG, Urban, Social Funds, M&ECD • Activity rooms for OED task teams with links to website • WBG External Website, EMQE and the Development Gateway

  13. Support OED Partnerships • Share information on findings, methodology, sector/thematic and country evaluation results with partners • Mutual website links to OED Partners e.g. UNDP • Provide assistance with the establishment of Evaluation Help Desks at partner institutionse.g. BMZ, EBRD, IADB, IFAD, US Dept. of Education

  14. Metrics, monitoring and evaluation • Advisory Service Tracking System • Website usage statistics • Independent website evaluation • Quarterly KM reports • Managerial access to the tracking system • Pep sessions • Open door policy

  15. Results from Survey • Convenience of web presence: 70% • Ease of use/simplicity: 65% • Ability to get the help you were looking for: 61% • Quick response time: 48% (N=500, Source: Surveysite.com)

  16. Future Directions • Do more work on dissemination and utilization of our evaluation results • Collaborate more closely with ISGIM, library network and country offices • Strengthen alliances with operational staff, and project task teams • Develop more immediate solutions-driven knowledge products from our evaluation results.

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