Rapid Feedback : The Role of Community Scorecards in Improving Service Delivery

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.

Bibliographic Details

Main Authors:	Post, David, Agarwal, Sanjay, Venugopal, Varsha
Format:	Working Paper biblioteca
Language:	English en_US
Published:	World Bank, Washington, DC 2014
Subjects:	ABSENTEEISM, ACCESS TO SERVICES, ACCOUNTABILITY, ACCOUNTABILITY FRAMEWORK, ACCOUNTABILITY MEASURES, ACCOUNTING, ACTION PLAN, ACTION PLANS, ADVOCACY, ANTI-CORRUPTION, ASSETS, AUDIT PROCESS, AUDITING, BENEFICIARIES, BEST PRACTICE, BEST PRACTICES, BUDGET ALLOCATIONS, BUDGET DECISIONS, BUDGET INFORMATION, CAPACITY-BUILDING, CITIZEN REPORT CARD, CIVIC ENGAGEMENT, CIVIL SOCIETY, CIVIL SOCIETY ORGANIZATIONS, CODE OF ETHICS, COLLABORATION, COMMUNITIES, COMMUNITY ORGANIZATIONS, COMMUNITY RADIO, COMMUNITY SCORE CARD, COMMUNITY SCORECARD, COMMUNITY SCORECARDS, COMMUNITY VOLUNTEERS, CONSENSUS, CORRECTIVE ACTION, CORRUPTION, CREDIBILITY, DATA ANALYSIS, DATA COLLECTION, DATA COLLECTION PROCESS, DATA ON PERFORMANCE, DECISION-MAKING, DISCRIMINATION, DISTRICTS, EDUCATION SERVICES, EDUCATION SYSTEM, ENTITLEMENTS, EQUIPMENT, EXPENDITURE OUTCOMES, EXPENDITURES, FACILITATORS, FEASIBILITY, FINANCIAL COSTS, FINANCIAL RESOURCES, FOCUS GROUP, FOCUS GROUP DISCUSSIONS, FOCUS GROUPS, GENDER, GOOD GOVERNANCE, GOVERNMENT OFFICIALS, HEALTH CARE, HEALTH CENTERS, HEALTH CLINIC, HEALTH PROBLEMS, HEALTH SERVICES, IMPLEMENTATION PROCESS, INFORMATION ASYMMETRIES, INITIATIVE, INNOVATIONS, INTERFACE, INTERFACE MEETINGS, INTERMEDIARIES, INTERMEDIARY, INTERNATIONAL BEST PRACTICES, INTERVENTION, INTERVENTIONS, INTERVIEWS, INVENTORIES, JOURNALISTS, LEGAL PROCEDURES, LISTENING, LOCAL AUTHORITIES, LOCAL GOVERNMENT, MECHANISMS OF ACCOUNTABILITY, MEDIA, MOBILIZATION, NATIONAL DEVELOPMENT, NATIONAL GOVERNMENT, OCCUPATION, PARTICIPATORY BUDGETING, PARTICIPATORY PROCESS, PERFORMANCE BUDGETING, PERFORMANCE CRITERIA, PERFORMANCE INDICATORS, PERFORMANCES, POLITICAL LEADERS, PREFERENTIAL, PREFERENTIAL TREATMENT, PROBLEM SOLVING, PROGRAM IMPLEMENTATION, PROGRAMS, PROJECT MANAGEMENT, PUBLIC ACCOUNTABILITY, PUBLIC EDUCATION, PUBLIC EXPENDITURE, PUBLIC EXPENDITURE TRACKING, PUBLIC HEALTH, PUBLIC HEALTH SERVICES, PUBLIC OFFICIALS, PUBLIC SCHOOLS, QUALITY OF SERVICES, QUALITY STANDARDS, RESOURCE ALLOCATION, RESULT, RESULTS, RIGHT TO INFORMATION, RURAL DEVELOPMENT, SANITATION, SENIOR GOVERNMENT OFFICIALS, SERVICE DELIVERY, SERVICE FACILITIES, SERVICE PROVIDER, SERVICE PROVIDERS, SERVICE PROVISION, SERVICE QUALITY, SOCIAL ACCOUNTABILITY, SOCIAL ACCOUNTABILITY INITIATIVES, SOCIAL AUDITS, SOCIAL DEVELOPMENT, SOCIAL FUNDS, STAKEHOLDER, STAKEHOLDERS, SUPERVISION, TECHNICAL SKILLS, TELEVISION, TELEVISION CHANNELS, TRAFFIC, TRANSPARENCY, USER, USER FEEDBACK, USERS, USES, VILLAGE, VILLAGE LEVEL, VILLAGES, WORKING STYLE,
Online Access:	http://documents.worldbank.org/curated/en/2014/01/19640726/rapid-feedback-role-community-scorecards-improving-service-delivery http://hdl.handle.net/10986/18975
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