This document summarizes 5 cases of feedback collection around the globe to assess and improve public services. The cases include: 1) The Filipino Report Card which assesses government services based on client experience. 2) ICT for Social Accountability in Nigeria which uses mobile phones to collect citizen feedback to improve health services. 3) One Window Service Offices in Cambodia which support local government to better meet citizen needs through feedback and dialogue. 4) Citizen Report Cards in India which gather citizen satisfaction levels to exert pressure on agencies to reform. 5) A maternal health project in India which uses mobile devices to collect health metrics and feedback from pregnant mothers to improve service delivery.
2. Location: Philippines
Description: The Filipino Report Card on Pro-poor Services
assesses the performance of selected government services
based on client experience. These services are basic health,
elementary education, housing, potable water, and food
distribution. The Report Card results throw light on the
constraints Filipinos face in accessing public service, their
views about the quality and adequacy of services, and the
responsiveness of government officials. They provide valuable
insights on the priorities and problems faced by the clients
and how the various services may be better tailored to the
needs of Filipinos in general, and the poor in particular.
……Read More
Source: Check-My-School
CASE 1: FILIPINO REPORT CARD ON PRO-
POOR SERVICES
Ensuring quality education in a conducive
environment through Check My School
3. CASE 2: ICT 4 SOCIAL ACCOUNTABILITY
Location: Nigeria
Description: Developed by the World Bank, ICT for Social
Accountability project was an initiative to strengthen their own
accountability to their beneficiaries by collecting citizen feedback
on their experiences with public services, working with service
providers to adapt services and institutional procedures in
response to citizen input.
ICT4SA resulted in the development of My Voice, a public service
improvement model driven by citizen voice. My Voice was first
piloted in Nasarawa State, Nigeria, from July to September 2014.
Over a nine-week period, My Voice enabled among citizens, service
providers, and policymakers around quality of primary healthcare
services. Citizen feedback from the pilot led to changes in
operational practices in local health facilities and informed larger
program design and investment decisions.
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Source: Title Page
4. CASE 3: DESIGNATED SERVICE CENTERS
Location: Cambodia
Description: The One Window Service Offices
(OWSO) support local government to better meet
citizens' needs thereby ensuring feedback and dialogue
with district authorities. The project involves the use of
social accountability tools, media, and capacity building
activities to promote access to public information while
strengthening partnerships between the public service
and citizens.
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……Read More (b)
Source: Inauguration of One Window Service Offices at District Level in
Kampong Speu Province
Inauguration of One Window Service
Offices at the district level in Cambodia
5. CASE 4: CITIZEN REPORT CARD
Location: Bengaluru, India
Description: The Citizens’ Report Card in Bangalore was a
civil society initiative undertaken in 1993 to monitor
government services in terms of efficiency and accountability.
The exercise gathered citizen feedback on performance of
public agencies and disseminated the findings to the citizenry,
thus exerting public pressure on the agencies to initiate
reforms. A seven-point rating scale facilitated quantification of
citizen satisfaction levels with regard to service delivery,
dimensions of corruption, staff behaviour, and so forth. The
report card exercise was repeated in 1999 & 2003, to provide
a comparative assessment of the progress since 1993.
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Source: Third Citizen Report Card in 2003
Video Link
6. CASE 5: MATERNAL HEALTH PROJECT
Location: Karnataka
Description: The Karnataka Maternal Health
project allowed the bank staff to get important
health metrics and citizen feedback in real time
from illiterate pregnant mothers via a hand held
device. This data was then centralized in an
integrated dashboard which can alert staff when
services are not being delivered to avoid failure,
and manage risks.
……Read More
Source: How Karnataka Is Improving Children’s Health By Focusing On Mothers
Volunteers distributing food to the
sample population after a survey
