A Users' Guide to Measuring Local Governance

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Coverage Application of the Council of Europe’s guide “Concerted development of Social Cohesion Indicators” were also undertaken in the town of Mulhouse (Romania), in Trento (Italy), in the 14th district of Paris, in the Stracel company in Strasbourg and the Albert Schweitzer secondary school in Mulhouse. Timeline This application started at the end of 2007 and in July 2008, the first working group meeting was organised in order to present the indicators. On-going. Where to find it The initiative is not yet available online. A copy of the draft methodology can be found on the Governance Assessment Portal (www.gaportal.org) or else the UNDP Oslo Governance Centre can be contacted directly (oslo.governance.centre@undp.org). Contact details Mihaela Vetan Iris Network mihaela.vetan@iris-network.eu Supplementary tools/guidelines “Concerted development of Social Cohesion Indicators”: http://www.coe.int/t/dg3/socialpolicies/socialcohesiondev/source/GUIDE_EN.pdf 102 UNDP Oslo Governance Centre
12 Citizen Report Cards (CRC) Producer PAC – Public Affairs Centre (Bangalore, India) History Citizen Report Cards were first developed in 1994 by the Public Affairs Centre, a Bangalore-based not-for-profit organisation. The first report card on Bangalore’s public agencies covered municipal services, water supply, electricity, telecom, and transport. Since then, PAC has brought out report cards on several other cities, rural services and also on social services such as health care.With support from the Asian Development Bank, it has also prepared a self-learning web-based course through which interested organisations could learn how to apply the Citizen Report Cards and develop their own questionnaires. Objectives The Citizen Report Cards aim to: • Collect citizen feedback on public services from actual users of a service (and not opinions from the general public) such as drinking water, health, transportation and education; • Assess the performance of individual service providers and/or compare performance across service providers; • Generate a database of feedback on services that is placed in the public domain. Applicability The CRC is usually used by civil society organizations to monitor the performance of service delivery agencies in cities such as the municipal water supply company, the police department, and the electricity provider. Although it can be applied in any urban context and to any service-providing organisation, it appears to be more effective in influencing policy and improving performance in those situations where there is a tradition of civil society activism. In other words, it works best when governmental bodies are more willing to accept feedback from citizens as well as to take action, and where respondents are already familiar with survey exercises. Types and sources of data used Information is subjective as data are usually collected through household surveys, or, if more appropriate, through surveys of individuals, organisations or groups. Respondents are normally selected using a probability random sample. The focus of the survey remains the experience of different groups of users with particular service providers. Methodology Citizen Report Cards are a means to assess the public services of a city from the perspective of users. It is possible to focus the CRC on one or more services, as well as on one or more aspects of service delivery (such as availability, access, quality of service, incidence and resolution of problems and complaints, interaction with staff, corruption). A focus group discussion involving both service providers and users is organised in order to help in identifying the services and aspects of service delivery that should be included in the CRC. Data is collected through a random, representative sample of respondents. However, it is also recommended to include respondents from various sub-groups, for instance, both slum and non-slum households, in order to capture the experiences of both the poor and better-off sections of society. Therefore, stratified sampling is also used to some extent. Typically, respondents give information on aspects of government services on a numeric scale (e.g. –5 to +5, or 1 to 7). These ratings are then aggregated and averaged, and a summary measure is produced. The exercise is repeated regularly. Results are disseminated through the media and a follow-up meeting between the citizens and service providers. A Users’ Guide to Measuring Local Governance 103
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A Users’ Guide to Measuring Local
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Contents Acknowledgements Acronyms
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Acknowledgements AUTHORS Alexandra
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Introduction This Guide is intended
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1 Assessments of Local Governance
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Decentralized governance for develo
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and local specificity. In order to
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A critical step in developing an as
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Box 5. Key phases in a governance a
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achieve the results. These can incl
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Gender-sensitivity in governance is
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1.11 Key contextual factors influen
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findings of the assessment in ways
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for union parishads (UPs) comprise
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Box 14. Short-, Medium- and Long-Te
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Voices from the Trenches 2 2.1 Choo
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governments, and representatives of
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the assessment - in terms of social
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Case Studies 3 The following four f
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Case Study 2: Moving from governmen
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Case Study 3: Balancing comparabili
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Case Study 4: Ensuring uptake of as
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References • Aberbach, J.D. and R
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Source Guide
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The summary matrix also indicates w
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Summary matrix: Main features of to
Page 59 and 60: Summary matrix: Main features of to
Page 65 and 66: Table 3: UGI sub-indices and indica
Page 67 and 68: Weaknesses • While the UGI helps
Page 69 and 70: Table 4: Local Governance Barometer
Page 71 and 72: Table 5: Scale to assess local gove
Page 73 and 74: Jean-Michel Dufils, PACT (Madagasca
Page 75 and 76: Table 6: Principles and indicators
Page 77 and 78: Where to find it The initiative is
Page 79 and 80: Table 7: Local Democracy Assessment
Page 81 and 82: Poverty focus Not explicit. The onl
Page 83 and 84: Local governance performance measur
Page 85 and 86: Europe. They have first been used i
Page 87 and 88: Table 9: Methodological Guidelines
Page 89 and 90: 7 Governance Index (Indonesia) Prod
Page 91 and 92: Table 12: Example of form for colle
Page 93 and 94: Where to find it The initiative is
Page 95 and 96: Table 15: MIDAMOS’s themes, indic
Page 97 and 98: Table 17: Grading System Qualificat
Page 99 and 100: Table 18: Framework of module on
Page 101 and 102: Key actors/stakeholders The initial
Page 103 and 104: Table 20: Indicators belonging to t
Page 105 and 106: y the State and the municipality as
Page 107 and 108: 11 Council of Europe’s Guide to D
Page 109: Table 25: Evaluation and comments f
Page 113 and 114: Box 5: Citizen Report Card applicat
Page 115 and 116: 13 Social Audit of Local Governance
Page 117 and 118: Box 7: Sample indicators for Social
Page 119 and 120: 14 Social Audit of Governance and D
Page 121 and 122: Box 8: Report extract - The Social
Page 123 and 124: Table 26: Themes and issues analyse
Page 125 and 126: 15 Local Governance Self-Assessment
Page 127 and 128: Table 27: EXAMPLES OF KEY ISSUES FR
Page 129 and 130: 16 Governance for Local Development
Page 131 and 132: Coverage Following the pilot testin
Page 133 and 134: Table 32: PBGS in Uganda, Tanzania
Page 135 and 136: Table 34: Nepal - Summary of the st
Page 137 and 138: Manual for assessment of Minimum Co
Page 139 and 140: Table 35: LGPMS - perfofrmance them
Page 141 and 142: Coverage The LGPMS was field-tested
Page 143 and 144: 19 Index of Responsibility, Transpa
Page 145 and 146: Gender focus Not explicit. Poverty
Page 147 and 148: Table 39: Dimensions for the standa
Page 149 and 150: 21 Local Integrity Initiative Produ
Page 151 and 152: Table 42: Integrity Indicator score
Page 153 and 154: Figure 6: 2008 Scorecard Summary: L
Page 155 and 156: Table 43: Two examples of questions
Page 157: Where to find it Users’ Guide & s
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