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FEEDBACK
COLLECTIONCases around the Globe
INDEX
➤ Case 1: Filipino Report Card on Pro-Poor
Services
➤ Case 2: ICT 4 Social Accountability
➤ Case 3: Designated Service Centres
➤ Case 4: Citizen Report Card
➤ Case 5: Maternal Health Project
References
*Links and sources to these case studies
may be found in this section
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
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.
……Read More
Source: Title Page
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.
……Read More (a)
……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
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.
…..Read More
Source: Third Citizen Report Card in 2003
Video Link
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
REFERENCES
➤ Case 1: Filipino Report Card on Pro-Poor Services
Source: World Bank Group – Open Knowledge Repository
Source: Philippines: Check-My-School: Monitoring Made Easy with
Dedicated Volunteers and ICT Tools
➤ Case 2: ICT 4 Social Accountability
Source: ENABLING CITIZEN-DRIVEN IMPROVEMENT OF PUBLIC
SERVICES - Leveraging Technology to Strengthen Accountability in
Nigerian Healthcare
➤ Case 3: Designated Service Centres
Source: World Bank Blogs – Citizen Engagement in Development
Projects
Source: One Window Service Offices: Improving Government
Transparency and Responsiveness
➤ Case 4: Citizen Report Card
Source: Citizen Report Card
➤ Case 5: Maternal Health Project
Source: Citizen Engagement in Development Projects:
What We Know, What We Need to Do and Learn

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Feedback collection v2

  • 2. INDEX ➤ Case 1: Filipino Report Card on Pro-Poor Services ➤ Case 2: ICT 4 Social Accountability ➤ Case 3: Designated Service Centres ➤ Case 4: Citizen Report Card ➤ Case 5: Maternal Health Project References *Links and sources to these case studies may be found in this section
  • 3. 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
  • 4. 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. ……Read More Source: Title Page
  • 5. 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. ……Read More (a) ……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
  • 6. 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. …..Read More Source: Third Citizen Report Card in 2003 Video Link
  • 7. 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
  • 8. REFERENCES ➤ Case 1: Filipino Report Card on Pro-Poor Services Source: World Bank Group – Open Knowledge Repository Source: Philippines: Check-My-School: Monitoring Made Easy with Dedicated Volunteers and ICT Tools ➤ Case 2: ICT 4 Social Accountability Source: ENABLING CITIZEN-DRIVEN IMPROVEMENT OF PUBLIC SERVICES - Leveraging Technology to Strengthen Accountability in Nigerian Healthcare ➤ Case 3: Designated Service Centres Source: World Bank Blogs – Citizen Engagement in Development Projects Source: One Window Service Offices: Improving Government Transparency and Responsiveness ➤ Case 4: Citizen Report Card Source: Citizen Report Card ➤ Case 5: Maternal Health Project Source: Citizen Engagement in Development Projects: What We Know, What We Need to Do and Learn