FIX MY SERVICE: Making public services work for citizens through ICTs
Example: Walk us through a specific example(s) of how this solution makes a difference; include its primary activities.
Marketplace: Who else is addressing the problem outlined here? How does the proposed project differ from these approaches?
Undral
Gombodorj
Democracy Education Center (DEMO)
More than 5 years
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Start-Up (a pilot that has just begun operating)
Operating for more than 5 years
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.
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.
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
Create and introduce the Fix My Service tool at Social Accountability website to the public
Orient the public on the purpose and use of the Fix My Service tool at website.
Sign MoU to formalize the partnership of Fix My Service project between DEMO and respective service provider organizations
Enter into a Memorandum of Agreement with the selected new service providers to secure the use of all available database infor
Update the database by DEMO webmaster and its staff and volunteers
Promote the website, and Assess the relevance and usefulness of the tool
1,001 - 10,000
More than 10,000
Non-profit
-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
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
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.
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.
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
5 permanent staff
Members of the Partnership for Social Accountability Network
V-Club members (V-Club is a informal association of DEMO volunteers)
Investment, Human resources or talent, Marketing or media, Research or information, Collaboration or networking, Pro-bono help (legal, financial, etc.), Innovation or ideas, Mentorship.
Human resources or talent, Research or information, Collaboration or networking, Innovation or ideas.
FIX MY SERVICE is an innovative ICT tool for the improvement of public services based on citizens’ feedback