2. What is CSC?
A Community Score Card is a
qualitative monitoring tool that is used for
local level monitoring and performance
evaluation of services, projects and even
government administrative units by the
communities themselves.
The community scorecard in the context
of water and sanitation is very useful in
tracking the level of water and sanitation
delivery by the service providers.
3. Why the CSC?
For the service user (e.g. the
community): The Scorecard helps
service users to give systematic and
constructive feedback to service
providers about their performance
For the service provider (e.g.
government agencies/institutions):
The Scorecard helps government
institutions to learn directly from
communities about what aspects of their
services and programmes are working
well and what is not.
4. How was the CSC conducted in
Bombo?
8 village parishes were selected to take
part in the assessment.
An awareness campaign to inform
people about the purpose and benefits of
the CSC was conducted.
Groups of people within the parishes to
facilitate the implementation of the CSC
process, such as traditional leaders,
NGO staff, and officials of local
governments were selected.
5. Community Score Card
Community members were convened
into focus groups.
Each group asked to identify
performance/quality indicators for the
public service in question.
Groups score each indicator and give
reasons for the scores.
Groups develop their own suggestions
on how to improve the service, based on
the performance criteria they have
identified.
6. Interface meeting
Held a brainstorming session with service
providers including the management and the staff
to develop self-evaluation indicators.
service providers asked to score each indicator
and give reasons for the scores.
Convene an interface meeting between
community and service provider
Aided by the facilitators, each focus group
presents its scores.
Reasons for scores are discussed.
Service providers react and give feedback.
All participants discuss and potentially agree
possible solutions.
