1. Assess the applicability of citizen report cards. Conditions that affect the outcomes of CRCs include the receptiveness of the political context, the extent of decentralisation, the extent to which citizens can voice opinions freely, local competency to carry out surveys and advocacy. The Public Affairs Foundation (PAF), a sister concern of PAC, provides advisory services to various clients. It has developed a structured assessment exercise to explore the applicability of the tool to the local context.

2. Determine the scope and plan the procedures. The next step is to identify key sectors/services to be included the survey, map service provision structures and identify local partners who will participate in the survey.

3. Design the questionnaire. Focus group discussions involving both service providers and users are necessary to provide input for the design of the questionnaire. Providers of services may indicate not only what they have been mandated to provide, but also areas where feedback from clients can improve their services. Users may give their initial impressions of the service, so that areas that need attention can be determined.

4. Sampling. To collect feedback from the entire population would require too much time and resources. Sampling, when carried out accurately, gathers feedback from a sample group that is representative of the larger population. The appropriate type of sampling design must be determined. A knowledge of statistics and prior experience in developing a sampling plan is necessary, although it may also be useful to consult an expert on sampling techniques if the population in question is complex.

5. Execute the survey. First, select and train a cadre of survey personnel. Second, after a certain proportion of interviews are complete, perform random spot monitoring of question sessions to ensure that the recording of household information is accurate. Third, upon completion of each interview, go over the information collected to identify any inconsistencies.

6. Analyse the data. Typically, respondents give information on aspects of government services on a numeric scale (for example, –5 to +5 or 1 to 7). These ratings are then aggregated and averaged, and percentage measures are produced. A typical finding may look like this: Boys tend to drop out of school more than girls. Of those children who drop out of elementary school, 60% do so in grades 4 and 5.

7. Disseminate the results. There are three important points to consider with regard to the dissemination of CRC findings:

• The findings should be constructively critical and should not aim to embarrass or laud a service provider’s performance. Toward this goal, these service providers should be involved throughout the process in order to share with them preliminary findings and to gain their feedback.
• The media is the biggest ally for dissemination. Prepare press kits with small printable stories, media-friendly press releases, and translations of the main report into local languages.
• Following the publication of the CRC survey findings, service providers and users should meet in a town-hall type setting. This not only allows for a constructive dialogue, but also puts pressure on service providers to improve their performance for the next round. If more than one agency is being evaluated, these settings can foster a sense of healthy competition among them.

8. Advocacy and service improvements. The findings of the pilot citizen report card survey can then be used in an advocacy programme which seeks to increase public pressure, build coalitions and partnerships and influence key players.