Accountability and responsiveness: approaches and tools -Uttam Acharya

Session Objectives At the end of the session the participants will be able to: Explain the concept of accountability Explain reasons why accountability is important Analyse approaches of accountability Create linkages between accountability and public service delivery Explain how accountability enhances responsiveness and trust of public sector Identify and apply range of social accountability tools in practice

Session Outline Importance and implication of accountability Approaches to accountability How accountability improves public service delivery? Responsiveness and trust building through accountability Tools of Accountability: major tools of SA

Exploring Accountability Group Activity: case studies Work in groups, on different levels. Groups 1 to work on the case study “Fatima” Draw a picture on flip chart to show characteristics of “absent accountability” - using examples from the case study. Discuss - What are the obligations of the service providers? Groups 2 to work on the case study “District Education Officer Panchthar”. The tasks are: Draw a picture on flip chart to show characteristics of “present accountability” - using examples from the case study. Discuss: What are the obligations of the service providers? You have 20 minutes for group work & 20 minutes (5 minute each group) for plenary.

Exploring Responsiveness Group Activity The purpose of this activity is to explore the differences between a responsive public service and a non-responsive public service.  Group work (Group 3) Work on group. Case study “Food shortage” (Sunita) How was Sunita treated in terms of – Listening, Responding and Informing? Note your points and be prepared to share your findings Group work (Group 4) Work on group. Groups: Case study “Sincere Efforts” (Gopal) What strategies did Gopal develop to improve the public image of the health post in terms of - Listening, Responding and Informing? Group 5 and 6 : To comment as Observer 5- accountability 6- responsiveness You have 20 minute

Key Learning points Citizens are entitled to receive public services and have rights to hold civil servants accountable. Civil servants need to be proactive even if people are unable to hold them accountable. The human cost of unaccountable governance is manifolds higher (especially to WPEs) than the economic cost.

Key Learning points A single person can make the difference if he/she holds him/herself accountable and responsive An accountable civil servant can create favorable environment to promote accountability Power dynamics, linked to socio-economic and cultural factors affect relationships between service providers, users and other actors – which in turn determines who can influence the quality of a service,

Key learning points The poor and disadvantaged tend to have less ability to influence the quality of services, The quality of services depends on the relationships between the “providers”, e.g. government, and the “user” e.g. citizens, The quality of services depends not only on supply (by providers) but also on the ability of citizens to demand services, Proactive role of state is essential for ensuring the access of WPEs on public services

What is Accountability/Responsiveness ?

Accountability Is a key component of governance Is being answerable for what is done Can be defined as the obligation of power- holders to account for or take responsibility for their actions. Government organisations, administrators are accountable to citizens, users of public services and the law

Accountability and Obligation Every accountability relationship begins with an obligation. If there is no obligation, there is no accountability to enforce. When political candidates are elected to public office and government officials accept executive positions, they are not supposed to have free reign to do as they wish.

Importance of Accountability Better governance Efficient public service delivery Engaging citizens Ensuring rights of WPE Empowering WPEs

Government Officials/power holders responsible Their conduct—they must obey the law and not abuse their powers. Their performance—they must serve the public interest in an efficient, effective and fair manner. All states have some form of mechanisms to promote or ensure accountability of public actors

Discussion Accountable government Unaccountable government

Social Accountability Civic engagement in the process of making state accountable Ordinary citizens participate directly or indirectly in holding service providers to account Public officials are called on to inform stakeholders and to justify to them their behavior, actions and results.

Approaches of Accountability Individual: Institutional: Collective:

Approaches Individual: ethical, personal obligation Institutional: political, administrative, legal Collective: civil society, informal group, community

How accountability improves public service delivery ? Individual (Service Provider) Institutional (Structure and system) Collective (Society, WPEs, CSOs) Social Accountability Capacity building Empowerment, awareness, experience sharing Revisit, restructure Improved public service delivery

Accountability relationship - users Policy Makers Users Providers Voice Client power Service compact Indirect channel Direct channel Intermediary

Bridging mechanism of accountability Demand Side Citizen Supply side State (Central and Local) Intermediary CSOs Media Private sector I/NGOs Political parties Civil society

How can govt. be more accountable to WPEs ?

How can Govt. be more accountable to WPEs   Proper utilization of the government machinery in implementation of law and order Strong reward for carrying out exemplary work and punishment for not fulfilling duties Proper allocation of resources Internalization of system and process Support Revision and reformulation of existing laws Attitudinal change towards the issues of WPE Capacity building of government Government employees should be honest Govt. should be sensitive and responsible towards WPE 

Responsiveness

Responsiveness Responsiveness is a concept that refers to the specific ability of a system or functional unit to complete assigned tasks within a given time. Responsive government is one of that responds readily and empathetically to appeals, efforts or influences

Stages of Responsiveness Understand exactly what each customer needs from you right now/Listen Acknowledge the customer’s need Take action/Respond Communicate regularly with the customer

Responding to public concerns Responsiveness Listening to citizens Informing citizens Responding to public concerns

Why is responsive civil service needed? Delivering to people what they are entitled to Respecting people's rights and act as duty bearer Brining government closer to people Making governance system more accountable 2/16/2019

Responsive Government: Dynamic/updated Participatory/transparent to citizen & Women, Poor, Excluded(WPE) Accountable/responsible all Listen/willing to cooperate Quality based service Welcome challenges Pro-active problem solver WPE will be highly considered

Interlink Accountability Responsiveness Trust

Trust Building NASC-IG 16/02/2019

Reasons for building trust Building credibility of the public organizations Increasing public satisfaction Encouraging public to demand and utilize public services Quality improvement in public service delivery Constructive engagement Gain public support

The philosophy : SA The philosophy behind social accountability centers on the role of empowerment and information in enhancing government commitment and service delivery. Using Social Accountability tools

How Building social accountability and responsiveness through community mobilization, training, dialogue and collective actions. Social accountability engages social movements that demands accountability and responsiveness through mechanisms

Tools of Social Accountability Video

Tools of Social Accountability List out the tools of SA

Tools of Social Accountability Check List of Entitlements (Citizens are alerted to the various rights and entitlements that they have through different government bodies ) Check list of Relevant Laws, Policies, Regulations that affect a Citizen's Life Citizen Charter Participatory Planning Civic Education (The value of education about civic matters, how the state works) Public Expenditure Tracking (learning of the size of the budget , how the budget is spent ) Check list of Standards & Indicators( formulated quality standards for public services) Community Score Card (can be used by both service providers and service receivers for effectiveness of public services) Citizen Report Card (How those who receive services are satisfied or dissatisfied with those services and can report this to the responsible authorities) Public Hearing Public Audit (seek transparency and accountability in regard to investment in local development projects ) Public Revenue Monitoring (monitor the income that is being received by government bodies Citizen Complaint Structures( complaints against wrong-doers ) Multi-stakeholder Groups ( together to achieve the common agreed objectives) Budgets of Local Bodies (VDC, DDC & Municipality) Participatory Budgeting Community Led Procurement (citizens role in procuring goods and services) Declaration of Assets Right to Information (Citizens have the right to demand and receive information ) Understanding Conflict of Interest (possible conflict between the public and personal interest) Integrity Pact (agree combined to avoid corruption)

Tools of Social accountability 1. Information Tools 2. Accountability and Integrity Tools 3. Participatory Development Tools

1.Information Tools Citizen Charter Check List of Entitlements (Citizens are alerted to the various rights and entitlements that they have through different government bodies ) Budgets of Local Bodies (VDC, DDC & Municipality) Right to Information (Citizens have the right to demand and receive information ) Check list of Relevant Laws, Policies, Regulations that affect a Citizen's Life

2. Accountability and Integrity Tools Civic Education (The value of education about civic matters, how the state works) Public Expenditure Tracking (learning of the size of the budget , how the budget is spent ) Check list of Standards & Indicators( formulated quality standards for public services) Community Score Card (can be used by both service providers and service receivers for effectiveness of public services) Citizen Report Card (How those who receive services are satisfied or dissatisfied with those services and can report this to the responsible authorities) Public Hearing Public Audit (seek transparency and accountability in regard to investment in local development projects ) Public Revenue Monitoring (monitor the income that is being received by government bodies Citizen Complaint Structures( complaints against wrong-doers )

3. Participatory Development Tools Multi-stakeholder Groups( together to achieve the common agreed objectives) Participatory Planning Participatory Budgeting Community Led Procurement (citizens role in procuring goods and services) Declaration of Assets Understanding Conflict of Interest (possible conflict between the public and personal interest) Integrity Pact (agree combined to avoid corruption)

Social accountability tools enables to Promote citizen's engagement Build trust towards public service providers Increase transparency & access to information Grievance redress Standardization of public service delivery Enhancing accountability and citizen oversight

Conclusion Obligation of state and public servants towards society and people is important Absence of accountability breaks the social contract Need to focus more on WPEs Accountability is meaningful when combined with responsiveness and integrity

उपसंहार आराबप्युचितम् कार्य मातिथ्यम्गृहमागते छेत्तुम्पार्श्वबती छायाम् नोपसम् हरतेद्रुम ll क्रियासिद्धी सत्वेभवति महताम् नोपकरणे l यत्नेक्रिते यदि नसिद्ध्यति क्वत्र: दोष ?l

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