Citizen feedback mechanisms

30

May

How-to Notes – Rapid Feedback: The role of Community Scorecards in Improving Service Delivery

Authors: David Post, Sanjay Agarwal, and Varsha Venugopal Published by: World Bank’s Social Development Department This toolkit was prepared by the World Bank’s Social Development Department to provide guidance on ways to improve governance and accountability in Bank-supported operations. It focuses in particular on the implementation of Community Score Cards (CSC). After reviewing the different attributes and benefits of CSCs, as well as the contextual elements that enable their implementation, the toolkit provides the reader with a step-by-step implementation handbook …

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30

May

Citizen Voice and Action Field Guide

Published by: World Vision This field guide offers a step by step description of Citizen Voice and Action processes. Citizen Voice and Action (CVA) is a local level advocacy methodology that transforms the dialogue between communities and government in order to improve public services, such as health care and education. Through collaborative, non-confrontational dialogue between service users, government and providers, users are empowered to monitor and seek accountability for service delivery and to take collective responsibility for these services. It …

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29

May

Open Government Guide

Published by: Transparency and Accountability Initiative, through the Open Government Partnership Date: 2013 The guide highlights practical, measurable, specific and actionable steps that governments can take to improve transparency and accountability. It focuses on a wide range of cross-cutting and focused areas, such as assets disclosure and conflicts of interest, budgets, citizen engagement, open government data, public contracting, public services, records management, right to information and whistleblower protection. The e-guide is mainly aimed at civil servants and civil society organizations …

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26

May

Social Accountability E-Guide

Published by: World Bank This World Bank’s Guide is an online resource offering a step-by-step approach to integrating social accountability mechanisms into investment lending projects. This Guide helps to a) scope potential entry points for introducing SA tools and approaches to address governance issues and challenges in projects; b) diagnose the context in which SA will be implemented; c) develop options for selecting and sequencing SA tools that can help improve transparency, accountability, and participation; and b) monitor and evaluate …

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20

May

Using Evidence to Establish Accountability

Authors: Anna Schnell, Erika Coetzee Published by: ActionAid – Denmark (PRIA) This toolkit provides an analytical framework for understanding accountability relationships between the state and its citizens. It focuses on how NGOs and CSOs can hold state institutions, service providers and duty bearers to account, using an evidence-based approach and incorporating a range of social accountability tools and methods. The focus of the Sourcebook is on the state, especially at the local government level, and its role as a service …

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20

May

Institutionalisation of Social Accountability in Urban Governance

Author: Dr. Kaustuv Kanti Bandyopadhyay, Bhavita Vaishnava Published by: Participatory Research in Asia (PRIA) Date: 2013 This brief shows how social accountability mechanisms strengthen urban governance reforms. It makes an assessment of an initiative implemented by PRIA in Bangladesh and Cambodia from 2011 to 2013 called Deepening Local Democratic Governance through Social Accountability in Asia. This initiative implemented social accountability tools, such as citizen report cards, pro-active information disclosure, citizen charters and public grievance redressal systems, among other things. This …

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1

Apr

Citizen Participation in Evaluating Health Services: The Latin American Experience

Throughout Latin America, civil society groups are using report cards as a tool to gather citizen feedback on the quality and coverage of public services. This Brief focuses on the use of report cards to assess health services, in particular. Through these report card exercises, civil society has been able to highlight problems citizens face in accessing quality health care, such as lack of medical supplies or personnel, or long waiting times to see a physician. By then bringing these findings before public health agencies and the media, citizens have succeeded in achieving concrete improvements in both health care access and quality.

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1

Apr

Citizen Participation in Latin America Innovations to Strengthen Governance

Latin American citizen participation initiatives, promoted both by governments and civil society, have sought to strengthen governance, enhance accountability and control, and improve social justice, ensuring that governments’ funds and policies address relevant social issues and benefit socially excluded groups. This Guide presents some of the key citizen participation initiatives in the region, lessons learned and the contextual factors enabling them. http://www.fundar.org.mx/mexico/pdf/Guide-CitizenParticipationinLatinAmericaInnovationstoStrengthenGovernance.pdf

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1

Apr

Technologies for Transparency and Accountability: Implications for ICT Policy and Implementation

This report focuses on analyzing the conditions under which new technologies can enhance delivery of public services through improved accountability and transparency. It examines the linkages between the use of innovations in technology, increased accountability and the effects on the delivery of public services. Specifically, the paper investigates the role that the combination of social media, geo-mapping and various technology platforms can play in this process. It is illustrated by many examples from very diverse countries. http://es.scribd.com/doc/75642405/Technologies-for-Transparency-and-Accountability-Implications-for-ICT-Policy-and-Recommendations

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1

Apr

Advocacy by the Office of the Ombudsman: Enabling Water Reforms Based on Citizens’ Feedback in Peru

This case study analyses how Peru National Ombudsman (Defensoría del Pueblo ) amplified the voice of the community by establishing mechanisms for receiving and responding to citizens’ complaints about water delivery. These citizen feedback mechanisms allowed the Ombudsman to use these imputs to improve national public policy and regulations, and raise awareness of important aspects of service delivery.

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