Publication: Rapid Feedback : The Role of Community Scorecards in Improving Service Delivery
Date
2014
ISSN
Published
2014
Author(s)
Post, David
Agarwal, Sanjay
Venugopal, Varsha
Abstract
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.
Link to Data Set
Citation
“Post, David; Agarwal, Sanjay; Venugopal, Varsha. 2014. Rapid Feedback : The Role of Community Scorecards in Improving Service Delivery. How-to notes;social development. © World Bank, Washington, DC. http://hdl.handle.net/10986/18975 License: CC BY 3.0 IGO.”