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SMART PRACTICES FOR OVERSIGHT BY NON-STATE ACTORS

ON ADMINISTRATIVE SERVICE PROVISION

KEY OBJECTIVE

• To improve the delivery of administrative services by local authorities through better public monitoring and creation of effective feedback loop with the civil society organizations.

OUTPUTS 2013

Output 1: The Resource Centre on public monitoring of the administrative service provision is

established and functioning

Output 2: The knowledge and

expertise of the Resource Center “Samopomich” is

transferred to other CSOs

THE PROJECT IS LAUNCHED

AT NATIONAL LEVEL

• Project Document developed and approved

• The Project Implementation Team formed

• Partnerships established • The Project is registered

by the Ministry of Economy of Ukraine

• The Project Board is formed

LAUNCHING CONFERENCE HELD IN KYIV

• “Civil society for improvement of administrative services”

• 26 April 2013

• 80 participants (municipalities and CSOs)

• Together with 8 other projects of NCSF

RESOURCE CENTRE FOR CSOs CREATED

• On the basis of Samopomich in Lviv municipality

• Resource Centre Coordinator is engaged by the project; 2 staffs allocate time to RC activities

WHY WAS THE RESOURCE CENTRE CREATED

• 65% of Ukrainians are not satisfied with the quality of administrative service provision

Citizens expect higher quality standards of the administrative services

There are such practices in Ukrainian cities

How the changes can be brought about?

If we engage the civil society organisations

OBJECTIVES OF THE RESOURCE CENTRE

• Consultations• Advisory support• Transfer of

knowledge and experiences on public monitoring of the administrative service provision

WHAT’S DONE

• Resource Centre sector is equipped in the office

• The library is collected and maintained

• Database and e-mail list of CSOs prepared

CAPACITY ASSESSMENT OF SAMOPOMICH

• Assessment of over 40 documents

• Questionnaire survey by 15 staffs =

• Interview with 5 partners

Capacity development

plan

CAPACITY DEVELOPMENT OF THE STAFFS

• 23-24 September – capacity development training for 20 staffs

• Three topics: 1) resource centres for CSOs; 2) administrative services; 3) public monitoring

• Merged with the networking event with 4 other CSOs

EXPOSURE VISIT TO IVANO-FRANKIVSK

• 10-11 October 2013• 19 staffs and

volunteers• Topics:• 1) activities of the

Centre for Administrative Service Provision; 2) Resource Centre activities; 3) public monitoring experiences

DEVELOPMENT AND IMPLEMENTATION OF THE

COMMUNICATION STRATEGY

• Changing concept of the newspaper of Samopomich

• Changing work of media unit• Engaging all units into media

work • Engaging famous people to

the organisations’ projects• Adding major issues from the

strategy to the Strategic Plan of the CSO and its media-plan

RESOURCE CENTRE’S WEB-PORTAL

http://forngo.samopomich.org/

NEW OPPORTUNITIES FOR CSOs

Existing practices of public monitoring, 18 international and Ukrainian approaches -

updated

20 thematic presentations on administrative services

and methodologies of public monitoring

NEW OPPORTUNITIES FOR CSOs

Useful videos on the topic

News updates

LAUNCH OF THE WEB-PORTAL

• 18 October 2013• International Conference “The

Art of Governance: Effective Tools and Innovations for Local Authorities”

• More than 40 cities participated

MONITORING INITIATIVE – LEARNING-BY-DOING

• November 2013• Guided by the professional

consultant• 4 monitoring methods: observation,

questionnaire survey, “mystery shopping”, interviewing the staffs of CASPs

• 8 entry points of admin service provision

• 200 respondents

PRELIMINARY RESULTS

Strengths:-Availability of information materials-Availability of templates of filled in documents (leaflets, newsletters etc)-Polite officials

Weaknesses:-Too fast service provision -Lack of clarifications on the problem-No additional services (making copies)-Lack of office space

VISIBILITY MATERIALS

• 1500 copies each (posters, stickers, leaflets)

WIDELY DISSEMINATED IN MUNICIPAL INSTITUTIONS

NETWORKING MEETINGS WITH REGIONAL CSOs

• 18 October – Workshop and discussion on fundraising for monitoring initiatives and other CSO’s activities – 39 participants

• 31 October – Workshop and discussion on effective communications during monitoring initiatives and other CSO’s activities – 28 participants

CONCLUSIONS

• Samopomich Resource Centre is known in L’viv and among certain Ukrainian CSOs which were engaged in project activities in 2013

• Additional efforts are needed to promote it further in the civil society sector of Ukraine as the thematic Resource Centre

• For ensuring its sustainability and neutrality, it is suggested to register the Resource Centre as an NGO

•Legal framework

•Global approaches

•Practices from Ukrainian cities

•“How-to” guides

LAUNCH AND DISSEMINATION

SMALL GRANTS CONTEST FOR CSOs

• Purpose - to build the CSOs capacities on public monitoring of the administrative service provision through learning-by-doing

• 2 stages selection process

SMALL GRANTS CONTEST FOR CSOs

FUTURE PLANS

• Further disseminate the collection of Smart Practices;

• Support 16 CSOs to assess different aspects of the quality of administrative service provision in cities;

• Help CSOs to organise awareness campaigns at the municipal level to strengthen their initiatives;

• Supplement the capacity development package developed for the CSOs with the new experiences;

• Develop capacity of the municipal officials;• Bring the lessons learned at the local level up to

the national level to further facilitate the process of reforms