Community Based Monitoring for Payment of Social Grants

1. CASE STUDY 1: • PAYMENT OF SOCIAL GRANTS • Community Based Monitoring (CMAP) of SASSA (Black Sash) “This document has been produced with the financial assistance of the European Union. The contents of this document are the sole responsibility of the Black Sash and can under no circumstances be regarded as reflecting the position of the European Union.”

2. To cultivate a service delivery monitoring and advocacy practice in communities to improve service delivery and thereby the quality of life of all who live in South Africa. • Accountable and standardized monitoring of government’s service delivery by identified & trained monitors from community organizations. • Community monitoring forms the basis for dialogue for affordable, appropriate and dignified service delivery. OBJECTIVES OF THE APPROACH

3. 270 community organizations in 9 provinces were identified, recruited & trained by Black Sash & SCAT and have signed a code of conduct. • Monitoring questionnaires were developed by Black Sash (with valuable feedback from the HSRC) to monitor SASSA application and payment sites • Black Sash obtained permission from SASSA to access the sites • Monitors go regularly to the sites and interview beneficiaries and officials using the questionnaires. • Information from monitoring is returned to Black Sash and captured and analysed. DESCRIPTION OF HOW CMAP WORKS

4. DESCRIPTION OF HOW CMAP WORKS • Black Sash writes reports which summarize the monitoring data and make recommendations. • Black Sash reports back to community organizations and the relevant government departments for comment. • Reports made public on Black Sash and partner websites and utilized in future engagement. • Black Sash and partners support community organizations through provincial monitor feedback, training and support workshops and field visits. • HIV911 and Black Sash are finalizing an agreement to incorporate their cellphone rating service into the CMAP project.

5. Success facilitated by co-operation from SASSA who recognized the benefits and challenges that monitoring feedback brings. • Simple system based on basic tools, administered by members of community organizations brings real time information on service delivery to the attention of government and civil society. • Local monitors, known to the public, encourage open and honest accounts of service delivery experiences. KEY AREAS OF SUCCESS

6. KEY AREAS OF SUCCESS • Beneficiaries’ awareness of service delivery rights has been sharpened through engagement with and even through the presence of visible monitors • Community organizations have enhanced ability to question and act to improve the quality of public service delivery • Community monitoring facilitates dialogue with government about the achievement of dignified and effective service delivery. • SASSA has effected visible improvements to the delivery of SASSA services based on our recommendations, especially in the Western Cape.

7. Some government departments have not given monitors permission to access service delivery sites • We have experienced particular difficulties in getting a commitment from the Department of Home Affairs after engaging the department for more than a year. • Even where permission has been brokered, local officials can sometimes hinder access. • Out of pocket costs (travel) hinder some organizations from monitoring – especially in rural areas – this is not in current budget. • Project depends on management and capacity building by Black Sash and SCAT – funding has been raised for this primarily from the EU for national roll out from August 2010 – July 2012. CHALLENGES IN IMPLEMENTATION

8. Real time CMAP monitoring reports can assist departments to improve delivery at particular service points. • To the extent that the regional or local manager is authorized and willing to engage with monitors, improvements can be effected rapidly. • CMAP reports can inform departments’ strategic plans, budget requests, system streamlining and staff training to improve delivery. • CMAP reports can be used as evidence for inter-provincial and inter-departmental learning • CMAP reports can be used alongside the findings of departmental surveys and academic research projects LESSONS: HOW GOVERNMENT CAN USE INFORMATION COLLECTED THROUGH THIS APPROACH

9. The CMAP model is being implemented across sectors and is applicable at any government service site or in any community where beneficiaries of government basic services live. • Instruments & monitoring techniques will differ: • Services delivered at sites run by officials (SASSA, Home Affairs, clinics etc) • Services delivered directly to households and communities (water, electricity etc) LESSONS: HOW CAN THIS APPROACH BE USED IN OTHER SECTORS?

10. Key criteria for CMAP success • The physical presence of a visible monitor drawn from a credible community organization, and subject to a code of conduct. • Monitors trained & supported • Government departments give permission to monitor and open to engaging and using reports to improve delivery • Project managed by independent and credible civil society organizations

11. Thank you Courtesy - T.Ndlhovu – CMAP Monitor, Mpumalanga "The day will come when nations will be judged not by military or economic strength, nor by the splendour of their capital cities and public buildings, but by the well-being of their people: by, among other things, their opportunities to earn a fair reward for their labour, their ability to participate in the decisions that affect their lives; by the respect that is shown for their civil and political liberties; by the provision that is made for those who are vulnerable and disadvantaged“ - UNICEF Progress of Nations Report (1998)