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

Key Actors

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.

Pilot in Africa – HUDUMA

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

Thank you for your attention