3. …. Citizens are inspired to
participate and provide feedback
on budget and service delivery
issues when they perceive a clear
link with everyday concerns about
access to and quality of basic
social amenities...
4. 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”
CITIZENS’
5. 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
6. Key Actors
• People’s • Action / response
monitoring to peoples’
&feedback on concerns
social service
delivery
• Manage info, Citizens &
Government
analyse and CSOs
report results
Technology
Media • Public
Partners
• Provide SMS Awareness
and Internet • Motivation
related technology /Promotion
support • Advocacy
8. Pilots in India, Philippines, and Kenya
India – “Samadhan” (= “solution”)
Locations: Koraput (Orissa) & Sehore (MP)
Technology platform developed and launched in Koraput in
Aug 2011
Philippines – “Tingog 2015” (= “voice’)
Locations: Albay & Agusan del Sur
MOU was signed among Governor, Mayor and CSO in Albay
3 major mobile companies allocated “2015”, applying a lower
rate for incoming SMS.
Kenya – “Huduma” (=
“service”)
Locations: Langata Constituency including
Nairobi & Kibera
Buy-in from multiple stakeholders including
line ministries, judiciary, tax authorities, MPs
Technology platform & engagement strategy
developed and launched in Nairobi in Feb
2011 www.huduma.info
10. MDGs Mobile Monitoring: OFINTOTO Model
SMS:
SMS Category:
No medicine, no Health,
Health Water, Edu,
midwife at Surelere Infrastructure
hospital, am tired of Location
this! Translation Verification,
Informed citizenry forwarding
Please provide location or
more info
VERIFY
11. Citizen’s Voices Output Methods
Data Types Input Method
Tagging &
Citizen SMS routing
Generated Email
Web form
Tag “Surelere” as
API LOCATION and “Hospital”,
RSS “bed”, “birth”, “nurse” as
08090747414 MMS HEALTH Timeline
Am in Surelere Twitter Route to facility head at
hospital I did not find
bed to give birth even
Direct input Surelere and visualized on
the dashboard & web
nurse not attending Voice??? illustrating facility, local &
national level
Feedback
SMS Alerts to
CSOs/Media Message received. No
sufficient budget
or allocated, Please go to
Geo-tagging Apapa or come back in
Email: reports@nnngo.org Colour Coding 2 days.
Twitter: #ofintoto Flagging
12. Current Status of the Pilot
• 2 pilot locations: 3LGAs each in Lagos State & Katsina State
• Ensuring government ownership by integration into the government’s
grievance redressal mechanisms for specific service delivery priority
programs
Lagos State = Water and Sanitation
Katsina State = Health
•Technology platform developed and being tested for Lagos State
•Partnerships with multiple stakeholders established
•Baseline analysis undertaken
• CSO partners (NNNGO, PADEAP) managing the implementation and
undertaking outreach.
14. M&E and Knowledge Management
M&E 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 citizen’s 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
15. 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
