Community Score Card

1. Community Score Card

2. What is Community Score Card (CSC) CSC is a social accountability tool in the hands of communities to ensure accountability, transparency and responsiveness from service Providers. It is a participatory tool used to influence the quality, efficiency and effectiveness with which services are provided at the local Levels.

3. Characteristics of CSC • Uses the community as the unit of analysis • Focuses on monitoring/assessing at the local level • Generates information through focus group interactions • Enables maximum participation of all stakeholders/users • Provides immediate feedback to service providers • Facilitates joint decision-making • Brings in inclusion, greater empowerment and promotes good governance

4. Community Score Cards: International Experiences Community score cards in Gambia • The pilot project in Gambia was carried out in two priority sectors – health and education. • Piloting of CSC was undertaken in 59 education and 15 health facilities across the six main divisions in the country Community Score Cards: Malawi • In this pilot the community score card was used to assess the performance of health services (2002) Community Score Cards in Ghana • Information Flow, Accountability and Transparency (INFAT) project was taken up in (2005). In Phase I the focus was to assess the performance of primary education facilities in two districts. In the Phase II the focus was to assess the performance of primary education facilities in two districts. • Local Government Enhancement Project had a focus to strengthen civic participation in local government. It included assessment of performance of district assemblies to hold them accountable through the unit committee which is close to the people in Ghana

5. Community Score Card: International Experiences Community Score Cards in Sri Lanka • The initiative in Sri Lanka was taken up in the Gemidiriya project (CDD project funded by WB) (2005) • Initial Orientation for the Gemidiriya project staff/communities on CSC • Training of Trainers courses for facilitators at the divisional, district levels • Step down training for facilitators at the district and community levels • Piloting of CSC was undertaken in 3 project districts and results presented Community Score Cards in Bangladesh • The initiative in Bangaldesh was taken up in the Social Investment Programme project (SIPP project funded by WB) (2007) • Initial Orientation for the SIPP project staff/communities has been taken upon CSC & Training of Trainers programme conducted for the first batch

6. Community Score Cards: Indian Context Community Score Cards in Andhra Pradesh • The initiative was taken up in collaboration with the IKP project in select districts mandals in Visakaptnam district in Andhra Pradesh. (2005) • Initial Orientation for the IKP project staff/PHC staff/communities on CSC, Training of Trainers for facilitators at the district level and Step down training for facilitators at the community levels was taken up • Piloting of CSC was undertaken in select 2 mandals covering 12 villages and results presented CSC in Education Sector • A pilot on CSC is planned to be taken up to assess the performance of government schools (primary education services) in two select districts of AP (2007) Community Score Cards in Maharashtra • CSC was carried out in selected villages of two block of Satara district in Maharashtra. The governance structures at the village, block and district (Gram Panchayat, Panchayat Samitis and the Zilla Parishad) levels were included • Community Score Card method was tested in selected fourteen villages in four service sectors viz. health, education, Gram Panchayat services, and water and sanitation.

7. Methodology: Steps in Conducting CSC CSC process consists of six key steps: • Preparatory Groundwork • Input-Tracking Scorecard • Performance Scorecard by the Community • Self-Evaluation Scorecard by Service Providers • Interface Meeting and Action Planning • Institutionalization

8. Step 1: Input Tracking Why do we use it? The input-tracking process provides information on the status of inputs in the facility/project/service and shows whether it has what it needs (inputs) to deliver and operate as planned. How is it done? • A discussion is facilitated in the staff or those responsible for and knowledgeable about the facility, service or project to get information (i.e., inventory of equipment, receipts, budget allocation and expenditure reports, delivery invoices, transect walk) on what should be there and what is there.

9. Steps for Input Tracking • Decide on Inputs/Sub-project to be tracked • Compile data/gather information on planned and actual inputs • Verify records and information received • Share information with the Community • Prioritize and finalize a set of measurable input indicators • Prepare Input tracking scorecard

10. Step 2: Performance Scorecard by Community Performance scorecard done is the second Important step in CSC wherein the performance of a service or project is evaluated by the communities/users themselves. The community members do this by: • Identifying issues for assessment • Identifying criteria/indicators • Scoring the criteria/indicators based on their own perceptions • Suggesting changes to improve performance/efficiency

11. Step 3: Self-Evaluation Scorecard • The next step in CSC process is Self-evaluation scorecard which refers to the evaluation carried out by the service providers on their own performance. • The indicators for this evaluation are generated in a participatory process by the service providers themselves. • The self-evaluation scorecard enables the service providers to generate their own indicators, and to realize that their objectives are not very different from those of the service users.

12. Step 4: Interface Meeting • An interface meeting is a public forum or meeting where the service providers and users gather in order to present their respective scorecards and discuss ways in which the service can be improved. • This platform enables the service users to present their evaluation of the service performance, along with their concerns and priorities regarding the service. • The service providers also get an opportunity to present their views, concerns, constraints, and priorities. • Through the dialogue, the users and the providers negotiate and prepare a mutually agreed upon Action Plan to improve the service, for which they share responsibilities.

13. Example of a Community Action Plan

14. Repeat Scorecards Process • 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

15. Features of Repeat Scorecards Process • All the previous scorecards and all previous participants, if possible, should be made available for the repeat scorecard process. • The format of the repeat scorecards remains the same as before. All the three steps of score card process is repeated and the results are presented at the interface meeting. • The repeat process will use the same indicators as previously used. However, this time the indicators are used to determine whether there has been any change in performance since the last scorecard was carried out. The new scores will indicate the direction and extent of change. • The action plans are also reviewed. If the progress has been good, new ideas are selected for the next action plan. If the progress has not been satisfactory, the participants have to devise other ways to achieve their aims from the first action plan.

16. SP 1 (VO) SP 2 (Hub) SP 3 (SO) INPUT INDICATOR Original Score After 6 mths Original Score After 6 mths Original Score After 6 Mths A. Services Delivered 5 7 7 9 6 7 1 2 2 2 2 2 2 2 0 2 3 4 1 2 B. Poor Ok Good Good Ok Ok C. 20 25 60 60 30 40 Sample Format ofRepeat Input Tracking Matrix

17. Example: Repeat Community Scorecards

18. Example: Repeat Self-Evaluation Scorecards

19. Critical Success Factors • Understanding of the socio-political context of governance • Technical competence to facilitate process, • A strong publicity campaign to ensure maximum participation from the community and other local stakeholders, and • Institutionalizing the practice into the project. • Build trust, communication and partnerships between all stakeholders • Generate solutions collectively and implement them jointly

20. Risks and Limitations of CSC • Availability of supply-side information • Facilitation skills • Threats, confrontations and defensive attitude • Follow-up and linkages • Scaling up