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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
Web form
API
RSS
MMS
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: [email protected]: #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
