Mainstreaming citizen feedback on service delivery using ICTs: Findings and lessons from ICT-based feedback surveys on water supply and sanitation services in Indian cities, 2017. Water and Sanitation Program.
As far as possible, demand-side metrics should be aligned with supply-side indicators.
Aligning the questions asked in citizen surveys with data reported by service providers makes it easier to generate interest among stakeholders who are already familiar with service provider metrics, to track outcomes, strengthen monitoring, and hold service providers to account. Creating a common vocabulary of service metrics from the demand and supply side, helps consumers and their representatives to dialog more effectively with service providers.
ICTs can improve impact by providing credible, transparent, immediately actionable information.
Making all the data accessible to stakeholders helped increase the transparency, and hence credibility, of the data collection process. In contrast to traditional survey methods – which often take months to report, by which time the findings are dated – the system also enabled results to be made available to decision-makers immediately.