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The scorecard can be used in different sectors, as long as there are two parties
involved: service users and service providers. For service users, CSC helps to give
feedback to service providers about their performance. For service providers, CSC
helps government institutions/NGOs to learn directly from communities about their
level of satisfaction with services and/or programs. Table 1 below summarises the
benefits and challenges of using the scorecard (CARE Malawi 2013).
Figure 2 describes the community scorecard process. The groundwork involves
selection of local facilitators, participants, and a neutral location for the exercise.
From this stage, the process is managed by the facilitators who assist service users
and providers to create and score the input tracking, performance, and self- evaluation
scorecards. In this study, before the interface meeting, the community focus groups
met to resolve the conflict within the community. The interface meeting involved
both service users and providers who gave feedback to each other’s scorecards (the
performance scorecard and self-evaluation scorecard, respectively). In the end, an
action plan was developed which would ensure accountability, transparency, development, efficiency, and empowerment for future development initiatives.
Using the CSC for conflict resolution in this study was even more time- consuming
than a normal CSC process, as the CSC was adapted to emphasise or highlight
occurrences where a focus group or combined groups mentioned reasons or statements pertaining to the conflicts surrounding the project. We observe from this
study that the length of the process might vary,
depending on the magnitude and number of conflicts identified. For instance,
there were three levels of conflicts arising from the SEED Fish project, which
required an additional mediation session between the BVC and the community.
The CSC process requires participants in each focus group to elect representatives who form the group to consolidate the community scorecards into one community scorecard. Because the aim was to resolve conflicts, we decided to have all
community participants in a mediation session concerning the conflict between the
BVC and the community. This way there was more input as more community memTable 1 Benefits and challenges of using the CSC
Benefits
Challenges
Promotes dialogue and improves relationships
with service providers
Requires time (training facilitators and
introducing a new tool to the community)
Facilitates a common understanding of issues
and solutions
Can lead to conflict if not facilitated well
Clarifies the roles and responsibilities of the
service users in service diversity
It requires good facilitation as the CSC deals
with behaviour and personalities
Can expose corrupt officials
Sometimes individuals can be targeted (finger
pointing)
Can show the service providers how to be
accountable and responsible
If not well facilitated, it can raise expectations
that cannot be fulfilled by service providers
Can be used to monitor progress and service
quality together with the community
Promotes a common understanding of issues
and solutions to problems
F. W. Kayamba-Phiri et al.
The scorecard can be used in different sectors, as long as there are two parties
involved: service users and service providers. For service users, CSC helps to give
feedback to service providers about their performance. For service providers, CSC
helps government institutions/NGOs to learn directly from communities about their
level of satisfaction with services and/or programs. Table 1 below summarises the
benefits and challenges of using the scorecard (CARE Malawi 2013).
Figure 2 describes the community scorecard process. The groundwork involves
selection of local facilitators, participants, and a neutral location for the exercise.
From this stage, the process is managed by the facilitators who assist service users
and providers to create and score the input tracking, performance, and self- evaluation
scorecards. In this study, before the interface meeting, the community focus groups
met to resolve the conflict within the community. The interface meeting involved
both service users and providers who gave feedback to each other’s scorecards (the
performance scorecard and self-evaluation scorecard, respectively). In the end, an
action plan was developed which would ensure accountability, transparency, development, efficiency, and empowerment for future development initiatives.
Using the CSC for conflict resolution in this study was even more time- consuming
than a normal CSC process, as the CSC was adapted to emphasise or highlight
occurrences where a focus group or combined groups mentioned reasons or statements pertaining to the conflicts surrounding the project. We observe from this
study that the length of the process might vary,
depending on the magnitude and number of conflicts identified. For instance,
there were three levels of conflicts arising from the SEED Fish project, which
required an additional mediation session between the BVC and the community.
The CSC process requires participants in each focus group to elect representatives who form the group to consolidate the community scorecards into one community scorecard. Because the aim was to resolve conflicts, we decided to have all
community participants in a mediation session concerning the conflict between the
BVC and the community. This way there was more input as more community memTable 1 Benefits and challenges of using the CSC
Benefits
Challenges
Promotes dialogue and improves relationships
with service providers
Requires time (training facilitators and
introducing a new tool to the community)
Facilitates a common understanding of issues
and solutions
Can lead to conflict if not facilitated well
Clarifies the roles and responsibilities of the
service users in service diversity
It requires good facilitation as the CSC deals
with behaviour and personalities
Can expose corrupt officials
Sometimes individuals can be targeted (finger
pointing)
Can show the service providers how to be
accountable and responsible
If not well facilitated, it can raise expectations
that cannot be fulfilled by service providers
Can be used to monitor progress and service
quality together with the community
Promotes a common understanding of issues
and solutions to problems
F. W. Kayamba-Phiri et al.