1. LEGAL AID COUNCIL, NIGERIA Designing an Impact Evaluation Model JSDF Partners Clinical Workshop: Innovative Services to Deliver Legal Aid Cartagena, Colombia 12 th – 14 th February 2014

2. Monitoring Legal Aid Services – Questions of Quantity and Quality

3. Measuring Quantity I  Monthly returns of number of assistance applications made, applications granted, completed and pending cases  Bi-annual analysis  Annual analysis to measure performance comparing input, output and outcome and compare yearly improvements and carry out peer review

4. Measuring Quantity II

5. Measuring Quantity III  Use of data: o Determine whether yearly target has been met; o Reward best performers; o Follow-up with not so well- performing centers; o In future: policy planning and adjustments; budget requests

6. Measuring Quality I  Quality feedback through different SURVEYS o Visitors to LAC Offices:  Customer Comment Card and Bulk SMS;  1 st visit and 3 months time o Awaiting Trial Prisoners (ATP) Customer Satisfaction; o Magistrates’ feedback

7. Measuring Quality II

8. Measuring Quality III  Radio Programs / Phone-in

9. Measuring Quality IV  Website provision made for email feedback  Social network feeds, e.g. Facebook  Telephone Contact Numbers on website, including links to o SERVICOM (Customer Service compact agreement), and o LAC’s Customer Care Unit with Nodal officers at Zonal, State, and HQ level

10. Designing an Impact Evaluation Model

11. Impact Evaluation Model I  How do we increase the quantity of the council services?  Would public awareness enhance the Council’s performance and case load? o Selecting communities with similar characteristics (target and control groups); o Targeting audience via radio jingles announcing free services; o Designing office questionnaire to find out how they heard about the free services; o Determining whether radio jingle is an effective way of increasing case load

12. Impact Evaluation Model II Target / Control Groups - communities with almost equal characteristics – population, proximity to office, language, culture and religious beliefs etc.: No broadcast Broadcast only Broadcast with fare

13. Impact Evaluation Model III Measuring the Activities’ Impact: