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From Efficiency to Quality Service Delivery through the collection and analysis of relevant data

From Efficiency to Quality Service Delivery through the collection and analysis of relevant data Patrick Coughlin, PhD, CPT. 1.1. The ultimate objective of HICD is to…

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From Efficiency to Quality Service Delivery through the collection and analysis of relevant data

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  1. From Efficiency to Quality Service Delivery through the collection and analysis of relevant data Patrick Coughlin, PhD, CPT

  2. 1.1. The ultimate objective of HICD is to… …”enable organizations to fulfill their mandates and provide the highest level of service to their constituents and stakeholders”… 1.2. HICD focuses on… …“tangible, measurable performance …”along measures established at different levels within the organization”… …”scorecards – for example - enable organizations to establish benchmarks and targets for current and future performance”… Source: USAID E3 HICD Handbook 2011

  3. The Rwandan Governance Scorecard (RGS) 2.1.1 Description of the RGS • Annual publication on Rwandan Governance • 2012 edition captures data for 2011 • Results reflected on a score of 1-100 at each relevant performance indicator

  4. 2.1.2 Description of the RGS • “360” approach to external data sources: • International indexes, assessments and criteria: Worldwide Governance Indicators, Freedom House assessments, the Mo Ibrahim Index of African Governance, Transparency International assessments, Millennium Challenge Corporation (MCC) criteria, Millennium Development Goals (MDG) and the Global Integrity Index • Internal hard data (i.e., planned ouput targets vs. actual results at each Rwandan public institution), plus quantitative perception surveys on representative samples of Rwandan citizens as well as qualitative studies among experts

  5. 2.1.3 Description of the RGS • Reflects continued commitment to evidence-based policies and objective • Objectives of survey: • Generate credible and reliable data on governance issues for national and international Stakeholders • Serve as a practical tool that will drive policy reform through the identification of areas for improvement and actionable recommendations • Contribute to current knowledge about governance in Rwanda

  6. 3.1. Summary of RGS results

  7. 3.2. Performance of RGS indicators

  8. 3.3 Identifying improvements and deteriorations in performance

  9. 3.4 Looking at indicators in depth: Quality of public service delivery

  10. 4. From measurable results to analysis of results to action

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