A series of activities where the members of a community observe whether
the service providing institution i.e. Union Parishad and its different
committees are following the UP Act 2009 and ensuring accountability to the
The Community Score Card
The community score card is a two-way and ongoing participatory tool for
assessment, planning, monitoring and evaluation of services provided by local
government institutions. The six steps of CSC that we followed in SEBA
intervention described as follows.
1. Preparatory work: Prepare the community and UP for CSC
process, organize Community Support Group (CSG) and create awareness among
community people, arrange required logistics for CSC process implementation, and
obtain necessary permission from the respective authorities.
2. Input Tracking: Input tracking is important
to know what are the inputs proposed in the project and what is mentioned on
the UP action plan of the project. The deviation is being tracked by this
method. The inputs are the raw materials, labour, timeline, amount of budget
etc. Without input tracking we remain ignorant about an institutions’ plan and
activity. Through the input tracking IDEA-SEBA team collected all information and evidence from Union
Parishads with the support of CSG members. This information is openly disclosed
through interface meeting by respective Community Support Group members.
3. Performance Score (FGD with community): Focus Group Discussion (FGD) is the third step of implementing
community score card. Community people sit together in a place to discuss about
the quality of UP services by scoring on the basis of selected indicators with
proper causes and recommendations. The performance of service provider (UP) is
being evaluated through scoring by defining valid indicators during the active
participation of community people on the basis of services provided. Also, they
give causes of scoring according to indicators and give recommendation to
improve quality of services. All types of community people especially
marginalized people have participated in the FGDs.
4. Self-evaluation score (FGD with Union Parishad): It is the fourth step of community score card, namely self-evaluation.
Union Parishad (UP) elected representatives i.e. service providers are gathered
in a place together to evaluate their performances on provided services to
community people. UPs set their performance indicators and provide score on the
basis of their working performances. Service provider’s performance is being
evaluated through scoring by themselves on the basis of their roles,
responsibilities and provided services. They have given explanation of scoring relating
to indicators and gave recommendations to improve quality of services. These recommendations
can mitigate their misconception and mistakes which will play a overhauling
role with the community to reduce conflict. UP bodies including Member,
Chairman and Secretary took part in FGDs.
5. Interface Meeting: The most important part of
the community score card is interface meeting. Here service provider and
service receivers are sitting in a face to face meeting to discuss on different
issues regarding services. In this meeting community people directly ask
questions to their elected representatives and the duty bearers give answer of
all the queries. At the time of discussion local people offer suggestions on
existing problems which are listened and noted by Union Parishads to improve
quality of services as well as make an effective local government body. The
main aim of the meeting is to prepare an action plan through discussion of both
Union Parishad and community for improving quality of services. It also creates
a healthy environment among community people and their Union Parishad for
improved communication to satisfy their needs. Moreover, the interface meeting
makes elected representatives accountable to community people.
6. Follow-up: This is the final step of CSC i.e. the
community action plans are displayed to the community and follow-up the status
of the implementation of the plan. The community support group (the citizen
pressure group) along with their elected public representatives usually execute
the follow-up of the activity.