Rapid Feedback : The Role of Community Scorecards in Improving Service Delivery
Keywords
PROJECT MANAGEMENTTRANSPARENCY
EDUCATION SYSTEM
OCCUPATION
LISTENING
BUDGET ALLOCATIONS
CORRECTIVE ACTION
ADVOCACY
EXPENDITURE OUTCOMES
TRAFFIC
STAKEHOLDERS
RIGHT TO INFORMATION
PARTICIPATORY PROCESS
LOCAL GOVERNMENT
COMMUNITY SCORE CARD
HEALTH CLINIC
CAPACITY-BUILDING
DATA ANALYSIS
BENEFICIARIES
LEGAL PROCEDURES
PREFERENTIAL
TECHNICAL SKILLS
SERVICE DELIVERY
DISTRICTS
MOBILIZATION
DATA ON PERFORMANCE
PARTICIPATORY BUDGETING
AUDITING
COLLABORATION
RESULT
USER
STAKEHOLDER
QUALITY OF SERVICES
GOOD GOVERNANCE
FINANCIAL RESOURCES
COMMUNITY SCORECARDS
CONSENSUS
PUBLIC ACCOUNTABILITY
USERS
PROGRAMS
RURAL DEVELOPMENT
DECISION-MAKING
ACCESS TO SERVICES
INITIATIVE
SOCIAL ACCOUNTABILITY
INTERMEDIARY
FINANCIAL COSTS
CIVIC ENGAGEMENT
ACCOUNTABILITY FRAMEWORK
TELEVISION
ABSENTEEISM
DATA COLLECTION
GENDER
SOCIAL AUDITS
HEALTH SERVICES
PUBLIC EXPENDITURE
CITIZEN REPORT CARD
INTERVENTION
LOCAL AUTHORITIES
COMMUNITY SCORECARD
JOURNALISTS
HEALTH CENTERS
HEALTH PROBLEMS
TELEVISION CHANNELS
ANTI-CORRUPTION
USES
INVENTORIES
QUALITY STANDARDS
INTERNATIONAL BEST PRACTICES
PROGRAM IMPLEMENTATION
PERFORMANCES
MECHANISMS OF ACCOUNTABILITY
SUPERVISION
HEALTH CARE
INFORMATION ASYMMETRIES
FACILITATORS
PUBLIC HEALTH
RESULTS
SERVICE PROVIDERS
MEDIA
SOCIAL ACCOUNTABILITY INITIATIVES
COMMUNITY VOLUNTEERS
COMMUNITY ORGANIZATIONS
INNOVATIONS
INTERVENTIONS
POLITICAL LEADERS
CORRUPTION
IMPLEMENTATION PROCESS
INTERVIEWS
PUBLIC EXPENDITURE TRACKING
NATIONAL DEVELOPMENT
CIVIL SOCIETY
FOCUS GROUP
INTERMEDIARIES
VILLAGES
PERFORMANCE CRITERIA
PUBLIC HEALTH SERVICES
SERVICE QUALITY
PREFERENTIAL TREATMENT
SERVICE FACILITIES
ASSETS
GOVERNMENT OFFICIALS
CODE OF ETHICS
EDUCATION SERVICES
BEST PRACTICE
BEST PRACTICES
CREDIBILITY
VILLAGE LEVEL
PUBLIC SCHOOLS
FEASIBILITY
PERFORMANCE INDICATORS
ACCOUNTABILITY
VILLAGE
FOCUS GROUP DISCUSSIONS
PERFORMANCE BUDGETING
USER FEEDBACK
ACCOUNTABILITY MEASURES
SOCIAL DEVELOPMENT
PUBLIC OFFICIALS
DISCRIMINATION
SERVICE PROVISION
ACCOUNTING
SOCIAL FUNDS
SENIOR GOVERNMENT OFFICIALS
INTERFACE
ENTITLEMENTS
COMMUNITY RADIO
SANITATION
DATA COLLECTION PROCESS
AUDIT PROCESS
RESOURCE ALLOCATION
EQUIPMENT
ACTION PLAN
BUDGET DECISIONS
EXPENDITURES
WORKING STYLE
ACTION PLANS
PROBLEM SOLVING
COMMUNITIES
PUBLIC EDUCATION
INTERFACE MEETINGS
BUDGET INFORMATION
NATIONAL GOVERNMENT
FOCUS GROUPS
SERVICE PROVIDER
CIVIL SOCIETY ORGANIZATIONS
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http://hdl.handle.net/10986/18975Abstract
Social accountability tools are increasingly recognized as a means of improving service delivery and governance in World Bank-supported projects. Social accountability is an approach that relies on civic engagement in that citizens participate directly or indirectly in demanding accountability from service providers and public officials. Community scorecards (CSCs), the focus of this note, are citizen-driven accountability measures that enhance citizens' civic involvement and voices and complement conventional supply-side mechanisms of accountability, such as political checks and balances, accounting and auditing systems, administrative rules, and legal procedures. As a community-based social accountability tool, the CSC can be used to gather feedback from service users and improve communication between communities and service providers. By using focus groups and facilitated interface meetings, the CSC process provides service users with the opportunity to give systematic and constructive feedback to service providers about their performance. It also helps service providers learn directly from service users about what aspects of their services and programs are working well and what aspects are not. This note aims to outline a methodology in order to help task team's work with clients to implement and scale-up CSC initiatives. To this end, examples from Bank-supported projects in which the use of CSCs has resulted in improved service delivery are showcased.Date
2014-07-22Identifier
oai:openknowledge.worldbank.org:10986/18975http://hdl.handle.net/10986/18975
Copyright/License
CC BY 3.0 IGORelated items
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