This online self-learning course is designed to help users develop the basic knowledge and skills to implement Citizen Report Cards (CRCs). A Citizen Report Card is a tool that provides feedback from the users of public services regarding the quality and adequacy of the public services. The data can be collected by local governments and civil society organizations (CSOs) to enforce accountability of the public service providers. It helps public service agencies engage in open dialogue with their consumers, facilitates citizen groups to play the “watch dog” role, and enables planning agencies to allocate the optimum budget for certain public services. The toolkit contains ten modules on the following: an introduction to CRCs, when to use a CRC, identifying an area to examine, planning for a CRC, designing the survey, preparing the fieldwork, carrying out the survey, processing feedback, sharing the findings and improving services. The CRC has already been used successfully by CSOs in Bangalore, India, and Zanzibar, Tanzania.
This e-learning course would be a useful resource for organizations interested in designing and implementing CRCs. The toolkit provides a step-by-step guide to designing the CRC, collecting information, processing and analyzing the data and designing effective post CRC actions like strategies for changes, like private-public collaborations or citizen-state partnerships.
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