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Improving municipal service delivery & strengthening citizen engagement through citizen report cards
2007
People's Voice - World Bank/PADCO/ICPS Project
The effectiveness of public management in the sphere of service provision depends significantly on citizens' access to the decision-making process. Taking into account the fact that in many sectors in Ukraine the government remains the sole service provider and, due to lack of competition, the stimuli for service quality improvement remain few, the role of citizen engagement in government policy-making at the local level becomes more and more vital. In view of this, a series of initiatives are being implemented within the framework of the People's Voice project with the purpose of building the capacities of both NGOs and local authorities in gathering and analyzing information, as well as in collecting feedback from those who consume public services.
The People's Voice project supports the development and facilitation of various citizen engagement activities throughout Ukraine as a means of improving municipal service delivery. Therefore, the objective of the project is to provide support to NGOs at the municipal level in monitoring government service delivery, using citizen satisfaction surveys as an evaluation mechanism, and tracking municipal government efforts to respond to and facilitate various citizen engagement activities.
In November 2005, a leading expert on civil society development and public administration issues, Dr. Gopakumar Thampi, the executive director of the Public Affairs Foundation from Bangalore, India, visited Ukraine at the request of project management and contributed to the development of a training course for local researchers on report card methodology. We express our most sincere gratitude to Dr. Thampi for the series of seminars and for valuable materials on methodology and practical experience of citizen report cards kindly provided by him that enabled us to prepare this manual.
This manual aims to enable institutions to carry out the work of and compile a Citizen Report Card (CRC). The CRC methodology involves collecting and using feedback on public services to bring about improvements in service delivery. Therefore, the main objective of this manual is to familiarize the reader with the methodology of citizen report card surveys and teach them to use this method in practice ultimately in order to improve the quality of public services provided to his or her local population.
The manual is divided into nine parts or modules. Each module discusses a particular stage in the CRC methodology; in particular, emphasizes its theoretical and practical aspects. Each module begins with a list of learning objectives and concludes with a summary of key concepts and tools learned. A set of review exercises are provided for each module to help the reader revisit key concepts and skills learned.
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