1. Accountability and responsiveness: approaches and tools -Uttam Acharya

2. 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

3. 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

4. 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.

5. 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

6. 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.

7. 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,

8. 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

9. What is Accountability/Responsiveness?

10. 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

11. 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.

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

13. 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

14. Discussion
Accountable government
Unaccountable government

15. 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.

16. Approaches of Accountability
Individual:
Institutional:
Collective:

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

18. 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

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

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

21. How can govt. be more accountable to WPEs ?

22. 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 

24. Responsiveness

25. 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

26. 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

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

28. 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

29. 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

30. Interlink
Accountability
Responsiveness
Trust

31. Trust Building
NASC-IG
16/02/2019

32. 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

33. 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

34. 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

35. Tools of Social Accountability
Video

36. Tools of Social Accountability
List out the tools of SA

37. 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)

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

39. 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

40. 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 )

41. 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)

42. 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

43. 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

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

46. Queries
Thank you