Using the Citizen Score Card (CSC) to Promote Governance in Bombo

What is CSC?A Community Score Card is a

qualitative monitoring tool that is used for local level monitoring and performance evaluation of services, projects and even government administrative units by the communities themselves.

The community scorecard in the context of water and sanitation is very useful in tracking the level of water and sanitation delivery by the service providers.

Why the CSC?For the service user (e.g. the

community): The Scorecard helps service users to give systematic and constructive feedback to service providers about their performance

For the service provider (e.g. government agencies/institutions): The Scorecard helps government institutions to learn directly from communities about what aspects of their services and programmes are working well and what is not.

How was the CSC conducted in Bombo?8 village parishes were selected to

take part in the assessment.An awareness campaign to inform

people about the purpose and benefits of the CSC was conducted.

Groups of people within the parishes to facilitate the implementation of the CSC process, such as traditional leaders, NGO staff, and officials of local governments were selected.

Community Score CardCommunity members were convened

into focus groups. Each group asked to identify

performance/quality indicators for the public service in question.

Groups score each indicator and give reasons for the scores.

Groups develop their own suggestions on how to improve the service, based on the performance criteria they have identified.

Interface meetingHeld a brainstorming session with service

providers including the management and the staff to develop self-evaluation indicators.

service providers asked to score each indicator and give reasons for the scores.

Convene an interface meeting between community and service provider

Aided by the facilitators, each focus group presents its scores.

Reasons for scores are discussed. Service providers react and give feedback. All participants discuss and potentially agree

possible solutions.

Bombo experience

Development of CRC

Development of score card