MDG tracking

Citizens’ Monitoring & Feedback on Citizens’ Monitoring & Feedback on Millennium Development GoalsMillennium Development Goals

Nelson Muffuh

Regional Coordinator, West & Central Africa

UN Millennium Campaign

I.

Concept of Citizen’s FeedbackConcept of Citizen’s Feedback

…. Citizens are inspired to participate and provide feedback on budget and service delivery

issues when they perceive a clear issues when they perceive a clear link with everyday concerns about

access to and quality of basic

social amenities...

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 � 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’ FEEDBACK”

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

Key Actors

• Action / response to peoples’ concerns

• People’s monitoring &feedback on social service delivery

• Manage info, analyse and report results

Citizens & CSOs

Government

• Public Awareness

• Motivation /Promotion

• Advocacy

• Provide SMS and Internet related technology support

MediaTechnology

Partners

II.

Ongoing Pilot Initiatives Ongoing Pilot Initiatives

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.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

“OFINTOTO”

Pilot in Nigeria

http://mdgmobile.nnngo.org/http://mdgmobile.nnngo.org/

SMSSMS: No medicine, no midwife at Surelerehospital, am tired of this!

Category:HealthHealth, Water, Edu, Infrastructure

LocationTranslation Verification,

forwarding

Please provide location or more info

MDGs Mobile Monitoring: OFINTOTO ModelMDGs Mobile Monitoring: OFINTOTO Model

Informed citizenry

VERIFYVERIFY

Timeline

Output Methods

Citizen

Generated

Data Types Input Method

SMS

Email

Web form

API

RSS

MMS

Twitter

Direct input

Voice???

Citizen’s Voices

Tagging &

routing

Tag “Surelere” as

LOCATION and “Hospital”,

“bed”, “birth”, “nurse” as

HEALTH

Route to facility head at

Surelere and visualized on

the dashboard & web

illustrating facility, local &

national level

08090747414

Am in Surelere

hospital I did not find

bed to give birth even

nurse not attending

SMS Alerts to CSOs/Media

orEmail: reports@nnngo.orgTwitter: #ofintoto

Message received. No

sufficient budget

allocated, Please go to

Apapa or come back in

2 days.

Feedback

Geo-tagging

Colour Coding

Flagging

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�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.

III.

The Way ForwardThe Way Forward

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

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� 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

Thank you for your attention