FIX MY SERVICE: Making public services work for citizens through ICTs

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FIX MY SERVICE: Making public services work for citizens through ICTs

Mongolia
Organization type: 
nonprofit/ngo/citizen sector
Budget: 
$50,000 - $100,000
Project Summary
Elevator Pitch

Concise Summary: Help us pitch this solution! Provide an explanation within 3-4 short sentences.

FMS is an ICT tool to hold the service providers accountable & facilitate citizens’ validation of quality of services

About Project

Problem: What problem is this project trying to address?

1) Gap between public services and feedback from citizens 2) Services lack the quality and accountability 3) Citizens lack the capacity to monitor the public services 4) Civil society organizations could provide a critical space for constructive engagement between government and citizens

Solution: What is the proposed solution? Please be specific!

1) FIX MY SERVICE is a tool and strategy for the improvement of services based on voices of citizens 2) It provides simple technology/media based tools and channels to amplifying citizen’s concerns, displeasures, complaints or suggestions as a means to hold service providers accountable 3) It provides citizens with the possibility of directly engaging service providers on service delivery and resource issues 4) Offers direct feedback and evidence for dialogue with service providers and authorities 5) For example, fixmyclinic (lack of medicines, no doctors/birth attendant), fixmyschool (absent teachers, textbooks), etc. Background: Technology as a new Strategic Environment for world users:  4.6 Billion mobile cell subscribers (59% of world’s population)  1.8 Billion Internet Users (24% of world’s population)  1.2 Billion daily YouTube streams (2nd largest search engineer)  560 Million users of Skype  500 Million users of Facebook, 112% annual growth rate
Impact: How does it Work

Example: Walk us through a specific example(s) of how this solution makes a difference; include its primary activities.

Fix My Service Portal: 1) Geo-tagging: Map with categories (Health, Education, Infrastructure, etc); 2) Timeline indicating response times; 3) Color coding depending on veracity of problems reported (needs response); 4) Flagging: of actions with delayed response (red) & (green) for notable efficiency. 5) Budget Layer: tagging project, concerns with budget information 6) Search, Alert subscription Fix My Service Dashboards: 1) Service provider with ID and login; 2) Incorporates visualization tools (graphs, red flags, green flags etc) 3) Provider able to pick a problem and act; 4) Provider able to add comment after fixing a problem e.g. temporarily fixed due to budgetary constraints, etc Fix My Service tool:  Can be neutral (age, gender)  Near real time reporting;  Discretion and privacy;  Direct amplification of voices;  Aggregation of data for Quick Analysis and report generation;  Transparency in conversations;  History/memory;  Cost-efficient  Reach/scale  Virtual in nature (less training)
Sustainability

Marketplace: Who else is addressing the problem outlined here? How does the proposed project differ from these approaches?

 It’s completely new tool ever initiated, and going to be implemented in Mongolia.
About You
Organization:
Democracy Education Center (DEMO)
About You
First Name

Undral

Last Name

Gombodorj

About Your Organization
Organization Name

Democracy Education Center (DEMO)

Organization Country
Country where this project is creating social impact
How long has your organization been operating?

More than 5 years

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Innovation
Select the stage that best applies to your solution

Start-Up (a pilot that has just begun operating)

How long have you been in operation?

Operating for more than 5 years

Social Impact
FOUNDING STORY: We want to hear about your “Aha!” moment. Share the story of where and when the founder(s) saw this solution’s potential to change the world.

 DEMO is in starting phase to create an online interactive platform (website) on social accountability. The project aims to encourage and empower citizens and CSOs for monitoring of public services by creating ICT based tool and platform. The website will include the Social accountability resource materials, tools and other complementary ICT tools to be available for and use by citizens, Mongolian Civil society organizations, as well as state organizations.
 So within the above mentioned project I decided to include the very specific and completely new innovative tool entitled as FIX MY SERVICE tool. It will be the complementary ICT tool which was not included in project proposal activity. The tool will enable citizens to directly engage with the service providers on service delivery and quality, and thus to hold the service providers accountable and responsive.

Specify both the depth and scale of your solution’s social impact to date

 It’s completely new ICT tool and a pilot project ever implemented in Mongolia. The project is at its start-up stage, and just begins operating.
 However, DEMO as a Coordinating unit for so called Partnership for Social Accountability Network, has experienced and capacitated in monitoring the public services using various tools. For instance, recently our network has successfully finished the monitoring of health insurance services in local district of Ulaanbaatar city using the Community Score Card tool.

What is your projected impact within the next 1-5 years? Is your idea replicable? If so, how?

 Successful launching of the Fix My Service tool at Social Accountability website (soft launching and grand launching)
 Appreciation and support of the citizens, service providers and media in promoting the Fix My Service tool
 Signed Memorandum of Agreement between DEMO and partners (selected service providers in health, education, social welfare, or infrastructure sectors)
 Large possibility of replicating the tool to other public services

Winning entries present a strong plan for how they will achieve and mark growth. Identify your six-month milestone for growing your impact
Six-Month Tasks
Task 1

Create and introduce the Fix My Service tool at Social Accountability website to the public

Task 2

Orient the public on the purpose and use of the Fix My Service tool at website.

Task 3

Sign MoU to formalize the partnership of Fix My Service project between DEMO and respective service provider organizations

Now think bigger! Identify your 12-month impact milestone
12-Month Tasks
Task 1

Enter into a Memorandum of Agreement with the selected new service providers to secure the use of all available database infor

Task 2

Update the database by DEMO webmaster and its staff and volunteers

Task 3

Promote the website, and Assess the relevance and usefulness of the tool

How many people have been impacted by your project?

1,001 - 10,000

How many people could be impacted by your project in the next three years?

More than 10,000

Sustainability
Explain how your company, program, service or product is structured

Non-profit

What barriers have hindered the success of your project to date? How do you plan to overcome these and other challenges as you grow your solution?

-ensure positive nature of FMS tool by encouraging citizens to take part in improving the public services
-If service providers don't sign MoU request Cabinet Secretariat to ensure that they will get the support of service providers
-Updating of information about target services: Assessment done every 6 months and any potential problems to be addressed
-Mgmt of feedback and fwding info to citizens and service providers: Profiling and survey done to determine the potential partner service providers and ensure proper coordination within teams
-Continuous resource and linkage generation: sign MoU with Cabinet Secretariat to ensure full cooperation and request them to issue memo to the line ministries and local govt admins informing them about the project and instruct them to cooperate

How do you see the information-technology and media sectors shifting over the next decade? How will your solution adapt to and/or drive that changing environment?

 Fix My Service tool is itself a very innovative ICT based tool and platform
 The tool will serve as an innovative and efficient ICT model for improving the public services in Mongolia
 It will provide a large possibility to other CSOs and public institutions to replicate the tool in other priority areas of public services

Failure is not always an option. If your solution fails to gain traction in the next two years, what other applications of the idea could you explore?

 Then we will use more basic tool like an interactive website in a Google Map form that will serve as a database of records for public organizations (i.e. schools, hospitals, etc). It will also have a third-party monitoring features for citizens to engage on the service the government provides.

Expand on your selections, explaining how you will sustain funding

 Currently the development and operation of Social Accountability website is funded by the World bank Mongolia. But it will finish in May of 2012.
 We have had several fundraising meetings with the donor organizations working in Mongolia, and they expressed their interest in supporting this initiative further.
 Also we will apply to other international and foreign donor organizations for funding support.

Tell us about your partnerships

 Govt of Mongolia, the Director of DEMO, is the National Coordinator for Civil Society Council. A Memorandum of Cooperation signed in 2008 between the Civil Society Council and the Government of Mongolia
 DEMO is Coordinating Unit for Partnership for Social Accountability Netwk
 Ms Gombodorj is Network Fellow for ANSA-EAP
 DEMO is Member of Social Watch International
 DEMO is a Resource Center for Mongolian NGOs
 Undral Gombodorj is the Chair of the Network of Mongolian Volunteer Orgs
 WB Mongolia
 Mercy Corps
 Asia Foundation
 UNDP

What type of team (staff, volunteers, etc.) will ensure that you achieve the growth milestones identified in the Social Impact section?

 5 permanent staff
 Members of the Partnership for Social Accountability Network
 V-Club members (V-Club is a informal association of DEMO volunteers)

Changemakers is a collaborative and supportive space. Please specify any community resources you would need to grow and sustain your initiative. Select all that apply

Investment, Human resources or talent, Marketing or media, Research or information, Collaboration or networking, Pro-bono help (legal, financial, etc.), Innovation or ideas, Mentorship.

Specify any resources you might offer to support other initiatives. Select all that apply

Human resources or talent, Research or information, Collaboration or networking, Innovation or ideas.

Please elaborate on any needs or offers you have mentioned above and/or suggest categories of support that aren’t specified within the list
Summary
Define your company, program, service or product in 1-2 short sentences

FIX MY SERVICE is an innovative ICT tool for the improvement of public services based on citizens’ feedback