1 / 38

HOLDING A MIRROR TO THE GOVERNMENT!

HOLDING A MIRROR TO THE GOVERNMENT!. EXPERIENCES WITH CITIZEN REPORT CARDS. OVERVIEW OF PRESENTATION. The Context – Why Citizen Report Cards? The Concept – What is a Citizen Report Card? The Method – How Citizen Report Cards are designed?

bryant
Download Presentation

HOLDING A MIRROR TO THE GOVERNMENT!

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. HOLDING A MIRROR TO THE GOVERNMENT! EXPERIENCES WITH CITIZEN REPORT CARDS CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  2. OVERVIEW OF PRESENTATION • The Context – Why Citizen Report Cards? • The Concept – What is a Citizen Report Card? • The Method – How Citizen Report Cards are designed? • The Impact – Major outcomes of Citizen Report Cards • The Learning – Critical lessons & experiences CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  3. WHY CITIZEN REPORT CARDS? • Budget Formulation – How public resources are allocated • Budget Review & Analysis– Diagnosing the implications of the budget when formed • Expenditure Tracking– Seeing where the money goes • Performance Monitoring– Even after the money is spent, see how the output/service is performing CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  4. A School Report Card Name: Gopa; Class: IX CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  5. LEARNINGS FROM A SCHOOL REPORT CARD… Power of MEASUREMENT Power of COMPARISON An Opportunity for REFLECTION A trigger for CHANGE & IMPROVEMENTS CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  6. Citizen Report Cards: Defining Features • Pioneered by Public Affairs Centre as an independent assessment in 1993 • Credible user feedback on public services • Uses the power of measurement & comparison • Communicates findings in a very easy and focused manner • Report always in PUBLIC DOMAIN • Not a one-off effort – continued benchmarking CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  7. CONTENT OF CITIZEN REPORT CARDS • FEEDBACK FROM ACTUAL USERS OF SERVICES REGARDING • AVAILABILITY, ACCESS & USAGE OF SERVICES • QUALITY & RELIABILITY • INCIDENCE OF PROBLEMS & RESPONSIVENESS OF SERVICE PROVIDERS • COSTS - CORRUPTION & FORCED INVESTMENTS • SATISFACTION WITH SERVICE • REASONS FOR DISSATISFACTION • SUGGESTIONS FOR IMPROVEMENTS CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  8. STAGES IN CITIZEN REPORT CARD DEFINING SCOPE OF ACTION PREPARATIONS AND COLLECTING CITIZEN FEEDBACK RATING OF SERVICES DIALOGUE AND RESPONSE OF AGENCIES CITIZEN ENGAGEMENT IN REFORM PERIODIC BENCHMARKING AND PUBLIC REVIEW CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  9. THE “3” BIG QUESTIONS… • WHAT DO WE WANT TO KNOW? • ASSESSMENT OF SERVICES • WHAT COMMUNITY HAS TO SAY • SINGLE SERVICE OR COMPARISON OF SERVICES • HOW CAN WE OBTAIN THE REQUIRED INFORMATION? • WHICH POPULATION CAN GIVE REQUIRED INFO • WHAT QUESTIONS WE NEED TO ASK • WHAT WILL BE THE SAMPLING METHOD • WHAT LEVEL OF SKILL SHOULD FIELDWORKERS HAVE • HOW WILL WE USE THE INFORMATION? • WHAT CONCLUSIONS WILL BE DRAWN • WHO WILL SEE THE REPORT • WHAT ACTIONS WILL FOLLOW CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  10. METHODOLOGY FOR CARRYING OUT CITIZEN REPORT CARDS • IDENTIFYING ISSUES THROUGH FGDs (PROVIDERS & USERS) • DESIGNING THE SURVEY INSTRUMENT • FRAMING A SCIENTIFIC SAMPLE • CONDUCT OF SURVEY • CODING, ANALYSIS & INTREPRETATION • PRESENTATION OF FINDINGS • ADVOCACY & PARTNERSHIPS FOR SERVICE IMPROVEMENTS CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  11. CITIZEN REPORT CARDS ARE… BLENDING THE “SCIENCE” OF SURVEYS WITH THE “ART” OF ADVOCACY/REFORMS CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  12. CITIZEN REPORT CARDS IN BANGALORE THE POWER OF MEASUREMENT & COMPARISON CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  13. CITIZEN REPORT CARDS IN BANGALORE • First Report Card (1993): small experiment with focus on survey & minimal advocacy • made quality of service a key governance issue • Second Report Card (1999): planned effort of PAC, survey followed by advocacy which enabled • wide range of agency and govt. responses • growth in scope/scale of civil society action • Third Report Card (2003): PAC effort • major improvement in service quality • major advocacy in progress CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  14. OVERALL SATISFACTION All round overall improvement % Satisfied CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  15. OVERALL SATISFACTION – Poor Vs Rest % Satisfied CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  16. AGENCY WISE SATISFACTION % Satisfied agency CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  17. AGENCY WISE SATISFACTION - SLUM % Satisfied agency CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  18. PROBLEM INCIDENCE Significant reduction in problems while using services % Satisfied CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  19. STAFF BEHAVIOUR Major improvement in satisfaction with staff behaviour CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  20. CORRUPTION CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  21. APPLICATIONS OF CRCs • As a “Diagnostic Tool” • As an “Accountability Tool” • As a “Benchmarking Tool” CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  22. Background • The pilot CRC project in Tajikistan was designed and implemented by United Nations Development Programme (UNDP) through a local partner –Zerkalo. • Public Affairs Foundation (PAF), Bangalore, provided technical assistance for the pilot project, which was funded by the UNDP. • Following a workshop with participation of UNDP Democratic Governance Programme, government agencies, and selected research company (El-Pikir Center for Public Opinion Study), a task force was set up to carry out the study in Kyrgyzstan. CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  23. Tajikistan- Opinions of Health Services by Aspect CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  24. Tajikistan- Overall Opinions on Health Services CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  25. Kyrgyzstan- The Overall Scorecard on the Services of the Oblast Hospitals CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  26. Bangalore- Public Hospitals 1999 (general households) CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  27. Bangalore- Public Hospitals 1999(general households) CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  28. Bangalore- Public Hospitals 2003 (general households) CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  29. Bangalore- Public Hospitals 1999 (slum households) CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  30. Bangalore- Public Hospitals 2003 (slum households) CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  31. Bangalore Government Hospitals-Quality/Reliability • Some Findings • 99% slum respondents report doctor’s chamber as clean. • 34% report presence of doctors at the time of visit. • 37% said all the required medicines were available. • 11% report issue of expired medicines. • 69% completely satisfied with the time taken. by the government hospital staff to attend to them. • Follow up • Board of visitors constituted. • Help desk for patients. • Constant internal reform from the health department and health authorities. CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  32. POWER OF DIAGNOSIS CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  33. Corruption & The Urban Poor(SURVEY IN BANGALORE, 1999) CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  34. POST SURVEY ACTIONS • Pre-launch presentations to the providers & elected representatives • Inter agency workshop to stimulate learning and sharing good practices • Public release of findings & public forum – “open house” with agency heads • Sustained media advocacy • Supporting local champions CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  35. INSTITUTIONAL FORMS • Individual Civil Society Organizations – PAC & TIB • Civil Society Partnerships – People’s Voice Project, PANE • Independent Multi-Stakeholder Consortiums – Kenya, Tanzania • Governments – Internal (Vietnam) & Open (Delhi) CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  36. MAJOR POINTS OF INFLUENCE • Counting and discussing instead of just shouting • Presenting strengths and weaknesses – “pat” & “slap” • Enables policy makers set policy priorities • Helps agency managers assess service efficiency • Provides a bridge for civil society to dialogue on citizens’ priorities • Transmits the voice of the poor without intermediation by representatives CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  37. VARIETY IN IMPACT OF CRC’S • AGENCIES DISCUSS PERFORMANCE WITH CITIZENS IN OPEN FORA IN BANGALORE • SYSTEMATIC CITIZEN WATCH DOG ROLE IN LOCAL GOVT. IN TERNOPIL, UKRAINE • FORCING POLITICAL ACCOUNTABILITY IN MUMBAI SLUMS • INDEPENDENT APPROACH TO MONITOR PRO-POOR SERVICES IN ZANZIBAR, ETHIOPIA & TAJIKISTAN • LOWER LEVEL OFFICIALS CITE FINDINGS TO SEEK FUNDS & SUPPORT IN MUMBAI, INDIA • POLITICAL LEADERSHIP ASKS FOR MORE DIRECT FEEDBACK IN DELHI, INDIA • REGULATORY BODIES SEEK INDEPENDENT VOICES IN KENYA • BENCHMARK LOCAL SELF GOVERNMENTS IN INDIA CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

  38. PLANNING FOR A CRC CRC, Public Affairs Foundation, Public Health Watch (PHW) Community Monitoring Workshop, March 23-25, 2010

More Related