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Day 3

Day 3. Technical Sessions - 2 Social Accountability Tools. Dr. Gopakumar Thampi. SDC/ACC Worksho p. Thimphu , August 20-23, 2013. Tool# 3. Mystery Visitor. Dr. Gopakumar Thampi. SDC/ACC Worksho p. Thimphu , August 20-23, 2013. The Concept. Simple & popular tool used since 1940s

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Day 3

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  1. Day 3 Technical Sessions - 2 Social Accountability Tools Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  2. Tool# 3 Mystery Visitor Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  3. The Concept • Simple & popular tool used since 1940s • Quantitative & Qualitative indicators • Relies on observation techniques • Best used for observing infrastructure, processes, staff behaviour etc. • Uses trained anonymous personnel Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  4. The Methodology • Identifying service/institution – one location Vs several • Developing indicators – what to observe? • Choose timings – when to observe? • Choosing method of enquiry – personal visit / telephone calls • Developing recording protocols – how to collect and organize information • Uses ‘scores’ or ‘ratings’ to provide objective data. Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  5. An Example • Objective: Audit the service delivery processes at a business licence issuance centre. • Indicators: • Access (time of operations); • Availability of information regarding fees, application procedures, Processing time, complaints; • Infrastructure – cleanliness, seating availability, availability of drinking water, toilet facilities; • Interaction – staff behavior, following queues, presence of agents/middlemen • Developing scores Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  6. Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  7. Discussion • Can Mystery Visitor Audits be implemented in our context? If yes, which service is most enabling? • If no, why not? What are the key challenges? Can an adapted form be implemented? • Quickly list out some indicators you would like to observe and record for the service you have identified Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  8. Tool# 4 COMMUNITY SCORECARDS DGT - AA Myanmar Workshop, Mar 2013

  9. What is CSC? • A community based approach that combines key elements of: • PRA techniques (Participation) • Public Hearings (Disclosure) • Citizen Report Card (Measurements) • Budget, Input Tracking & Infrastructure Audit (Entitlements) Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  10. Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  11. Defining Features of a CSC • tracking of inputs or expenditures (e.g. availability of medicines) • monitoring of the quality of services/projects, • generation of benchmark performance criteria that can be used in resource allocation and budget decisions, • generating a direct feedback mechanism between service providers and community, • building local capacity and • strengthening community voice and empowerment. Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  12. Preconditions for a CSC • understanding of the socio-political context of governance at the local level, • strong facilitation skills, • a strong awareness campaign to ensure maximum participation from the community and other local stakeholders, and • steps aimed at institutionalizing the practice for repeated actions. Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  13. CSC – The Methodology Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  14. 1. Preparatory Phase • Step 1: Identifying & Training of Facilitators: 3 day workshop (with a manual) with a field practical • Step 2: Scoping visit to meet community leaders/representatives • Step 3: Orientation meeting with service providers. • Step 4: Get basic data on the community- Population data, Service provision data, Social & Poverty Profiles (Social Map, Well Being Ranking) • Step 5: Logistics – No. of facilitators, No. of focus groups, Timing of Interface Meeting • Step 6: Awareness Building & Mobilization Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  15. 2. Input Tracking “Data on budget expenditure, physical assets, service inputs etc.” Step 1: Decide and Obtain Information on Inputs to be Tracked- E.g., number of doctors allocated, number of para-medical staff allocated, number of beds, list of medicines at the hospital, budget – expenditure statements etc. Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  16. 2. Input Tracking (Contd.) Step 2: Share information on Entitlements (Plenary with community & provider) Step 3: Divide gathering into focus groups Step 4: Fill in the Input Details Step 5: Record data in the form of an Input Matrix Step 6: (Optional) Physical Inspection of infrastructure Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  17. A Sample Input Tracking Matrix Dr. Gopakumar Thampi, Sanchi, April 12 2012

  18. Performance Scorecard by Community contd.. Classify participants in focus groups • In a systematic manner, basis for classification must be clear. Develop performance criteria • Brainstorm within the focus group to develop performance criteria based on which the facility and services considered will be evaluated • Based on community discussions, facilitator lists all issues mentioned and assists the group in organizing them into measurable performance indicators • Ensure everyone’s participation in developing indicators • Finalize and prioritize 5-8 indicators Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  19. Performance Scorecard by Community contd.. Scoring the indicators • Facilitate focus groups to give relative scores for each of the indicator. Scoring can be done either through consensus method or through individual voting . A scale of 1-5 or 1-100 is usually used – higher scores are preferred!! Explanations for the scores • Understand the reasons behind low and high scores; helps in explaining outliers and generates valuable information about service delivery • Community suggestions for service improvement • Data recording in community generated performance card Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  20. Ex. of Performance Score card by Community, Health

  21. Ex. of Performance Score card by Community, School Education

  22. 4. Self Evaluation by Providers • This evaluation is carried out by the service providers on their own performance. It brings out their own perspective of their performance. • The assessment is based on indicators / criteria developed by the provider. The reasons for these scores are documented and become the basis for obtaining suggestions for change through greater trust and partnership, which is the objective of the process. • It is important to understand their perspective since they sometimes work under numerous constraints. Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  23. Self-Evaluation Scorecardcontd.. Orient Service Providers • The first step in developing the self evaluation assessment card/report for providers is to orient them properly about the purpose and use of the Community Score Card. Ensure adequate Participation • It is important to set out a time in advance to ensure adequate participation of service providers. Deciding on Performance Criteria* • The service providers come up with their own set of performance criteria. Ideally, these should then be classified in a manner that is easily comparable with the indicators chosen by the community. Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  24. Self Evaluation by Providers (Contd.) Provide scores for indicators and Reasons The members then need to fill in their relative scores for each of the indicators they came up with and provide reasons for the scores. Recording Data The data from the self-evaluation is also recorded in the form of a score card, which looks exactly like the community assessment card/report. Suggestions for Change/Improvement The members are then asked about what changes or suggestions they have for improving the quality and efficiency of the services they provide. Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  25. Ex. Self Evaluation Score Card from Health Pilot, Vizag

  26. The Interface Meeting and Action Planning Process It is a public forum or meeting where the service providers and users gather in order to present their respective scorecards and discuss ways to improve service delivery. Enables the service users to present their evaluation of the service performance, along with their concerns and priorities regarding the service. Steps involved: • Prepare both parties for the meeting • Ensure adequate participation from both sides • Presenting findings of both groups • Brainstorming to come up with concrete changes/improvements • Develop an Action Planning Matrix • Divide roles and responsibilities for follow-up and monitoring Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  27. Steps involved in the Interface Meeting • Prepare both parties for the meeting • Ensure adequate participation from both sides • Community cluster meeting for services provided in more than one village area (aggregation) • Presenting findings of both groups & input tracking matrix • Summarizing Scorecard findings* • Analysis of results in plenary discussion – Start with highlighting common criteria and scores • Brainstorming to come up with concrete changes/improvements • Develop an Action Planning Matrix • Divide roles and responsibilities for follow-up and monitoring Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  28. Ex: of an Action Plan Matrix, Health

  29. Satkhira, Bangladesh

  30. Repeat Score Cards • The scorecard process is repeated after a mutually agreed upon period of time. The repeat process is usually easier and faster since everyone has prior experience. • The main purpose of the repeat scorecard is to review progress and provide inputs for a revised action plan by: • Scoring the indicators again to reflect any changes in performance • Reviewing progress related to implementing the action plan • Discussing any changes experienced in service delivery Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  31. Repeat Scorecard at the Chileka Health Centre, Malawi

  32. Challenges and limitations 33 • Limitation of community’s role in monitoring quality: • Community can oversee attendance, requirement of infrastructural facilities and can have general perception of quality in case of education • Community can oversee regularity of doctors, availability of medicines and things in general in case of health • Supply side information very crucial for the process • Scoring is not always applicable • Interface meeting can sometimes create conflict within groups • Facilitator plays a key role- moderating skills and knowledge about the subject matter important • Takes more time than planned Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  33. CSC – A Timeline Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

  34. Discussion • Can SDS/CRC be implemented in our context? If yes, which sector, program or service is most enabling? Give reasons • What aspects of the sector, program or service would you be interested? • How many Focus Groups will you form? Who would participate in these FGDs? • What are the key challenges or risks that you anticipate? How will you address them? • What additional skills and resources do we need to implement SDS/CRC? Dr. Gopakumar Thampi. SDC/ACC Workshop. Thimphu, August 20-23, 2013

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