Citizens

1
Citizens Feedback on Service Delivery For
Acceleration of the Millennium Development Goals

• Minar Pimple
• Regional Director, Asia and the Pacific
• UN Millennium Campaign

2
Why Citizens Feedback?

• The review of the past 10 years of progress
  indicates the following.
• Policies, strategies, and systems are in place in
  support of the MDGs in many countries.
• BUT! the delivery of essential services at the
  local level needs to be improved.
• There is a need for more accountability and
  transparency throughout the service delivery
  systems.
• Primary beneficiaries of service delivery (i.e.
  citizens) need to monitor and track the MDG
  progress at the local level.
• CITIZENS FEEDBACK

3
What is it?

• A tool that allows ordinary people to directly
  provide real-time feedback (good or bad) to
  government on MDG service delivery and receive
  immediate corrective response.
• A tool that gives government first-hand feedback
  on felt needs from the ground.
• A technological platform facilitates the feedback
  and response flow, mainly using SMS and Internet.
• The feedback is built around the entitlements
  given to citizens through government programs and
  schemes overlapping with the MDG objectives.
• The collected data are accessible to the public,
  media, and elected representatives, for policy
  advocacy.
• There is a potential for addressing corruption
  from the bottom end of service delivery.
• Media and communication to help amplify the
  voices

4
Key Actors
5
Pilot in India SAMADHAN

• 2 pilot locations Koraput (Orissa) Sehore
  (MP)
• Ensuring government ownership by integration
  into the governments grievance redressal
  mechanisms.
• CSO partners (Samarthan, VSO/SOVA) managing the
  implementation.

• Technology platform developed and launched in
  Koraput.

6
Pilot in the Philippines TINGOG 2015

• 2 pilot locations Albay Province Agusan del
  Sur Province
• MOU was signed among Governor, Mayor and CSO
  partner.
• CSO partner (SWP) managing the implementation.
• Technology platform is being developed.

• 3 major mobile companies agreed to allocate
  2015 for Tingog, applying a lower rate for
  incoming SMS.

7
Pilot in Africa HUDUMA
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ME and Knowledge Management

• ME system to document outputs outcomes
• changes in service delivery outcomes relative to
  the benchmarks in the intervention sites
• citizen satisfaction with service delivery
• factors associated with citizen satisfaction and
  with service providers response
• Improvements in service delivery - increased
  availability and access to services and
  information at the community level
• Citizen empowerment - increased citizens demand
  for responsive and accountable governance
• Levels of government buy-in responsiveness to
  citizens needs and demands
• Improvement in state-citizen interaction and
  dialogue
• Enabling factors contribution policies,
  political climate etc.
• Learning and sharing
• Knowledge management products
• Web-based sharing of outcomes, experiences
  lessons

9
Success Factors for Upscaling Replication

• Ownership of the Government both Central and
  Local
• Integration into the existing government schemes
• Establishing back-end workflows to ensure timely
  responses
• Ownership and empowerment of citizens
• Accessibility and user-friendliness of the
  technology tool
• Awareness raising and incentivization
• Help transform the existing power relations by
  generating bottom-up pressure for change
• Adaptability and replicability
• Proof of concept
• Open source technology

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Thank you for your attention