1. Citizen Based Monitoring Pilot Presentation to the Portfolio Committee on Public Service and Administration 24 February 2015

2. The Presidency: Department of Planning, Monitoring and Evaluation Overview  Overview of policy commitment to citizen-based monitoring  Thematic areas of DPME’s CBM programme  Review of piloting citizen-based monitoring  Emerging findings from citizen-based monitoring  Expanding pilot over next 12 months 2

3. The Presidency: Department of Planning, Monitoring and Evaluation August 2013, Cabinet approves: 3  The framework for citizen-based monitoring entitled: Framework for Strengthening Citizen-Government Partnerships for Monitoring Frontline Service Delivery  That government departments involved in service delivery to the public adjust their m&e frameworks to include mechanisms for incorporating the views and experiences of citizens on service delivery  That an annual progress report is submitted to Cabinet on the piloting of citizen-based monitoring

4. The Presidency: Department of Planning, Monitoring and Evaluation Framework Definition of CBM Citizen-Based Monitoring (CBM) is defined in the approved Framework as “an approach to monitoring government performance that focuses on the experiences of ordinary citizens in order to strengthen public accountability and drive service delivery improvements. It requires citizens to be active participants in shaping what is monitored, how the monitoring is done and what interpretations and actions are derived from the data.” 4

5. The Presidency: Department of Planning, Monitoring and Evaluation Thematic areas for DPME capacity and knowledge support to government depts. Citizen-based monitoring approaches and tools Research and knowledge sharing on approaches, tools and lessons for citizen- based monitoring Identifying and creating opportunities for using technology for data collection, storage, analysis and reporting of citizen feedback Supporting the development of policy instruments for improved accountability Turning data into change Identifying/developing approaches, tools and capacity to use data to drive positive change in the management and performance of government facilities Understanding how to support specific local accountability mechanisms for improved service delivery Building the conversation Developing approaches, tools and capacity for using citizen-based monitoring to build positive dialogue between communities and government. Creating platforms for dialogue with organised civil society and the state 5

6. The Presidency: Department of Planning, Monitoring and Evaluation From October 2013 Phase 1 Piloting starts in facilities in two sites. From August 2014 Phase 2 Initiate pilot in three new sites (NW, LP, GP) From April 2015 Phase 3 Four more sites initiated (NC, WC, MP, EC). From Sept 2015 Phase 4 Evaluate and scale up what works Timeline for Pilot 6

7. The Presidency: Department of Planning, Monitoring and Evaluation CBM Model at Phase 2 7

8. The Presidency: Department of Planning, Monitoring and Evaluation Types of data  12,000 citizen interviews conducted in first two phases (18 facilities in five communities)  Reports produced for each participating facility  Data includes question: “What improvement would you most like to see at X facility?”  Indepth engagement (root cause analysis) with management, staff and community reps – gives valuable insight and responses to service delivery blockages – both specific and systemic  E.g EMS communication system not functioning in Dr Kenneth Kaunda  Maintenance of police vehicles 8

9. The Presidency: Department of Planning, Monitoring and Evaluation Example of survey questions and reporting used in Phase 2 9

10. The Presidency: Department of Planning, Monitoring and Evaluation Comparing Official and Community Views 10 Community: SAPS:

11. The Presidency: Department of Planning, Monitoring and Evaluation Analysis of open comments for Temba SAPS 11

12. The Presidency: Department of Planning, Monitoring and Evaluation Slide show of Phase 2 activities 12

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23. The Presidency: Department of Planning, Monitoring and Evaluation Planned activities to Sept 2015  Phase 3 in WC, EC, MP, NC  Automate report generation  Exploration with Cogta on CWP and CBM  Evaluation of pilot  Five year strategy. 23

24. The Presidency: Department of Planning, Monitoring and Evaluation Thank you 24