Annual Report of NSS 2016

strengthen service of the duty bearers. By these meetings people in the project area have been aware about the services of the clinics and the in health service have increased. d.2.3 Community Assessment Process (CAP) using Community Score Card with Interface Meeting Community Assessment (CAP) is one of the modern tools of assessing social accountability and monitoring governance of an institution. During the project period 2 rounds community assessments were done. The main objective of the CAP was to conduct interface meeting with duty bearers to formulate a plan of action to improve quality and quantity of services.

Before starting community assessment we completed input tracking of the institutions. In order to conduct community assessment checklists were prepared considering nine indicators for the community assessment. The indicators were – i) opening and closing timing of health service centre, ii) meetings of health service centre, iii) overall environment of health service centre, iv) attitude of health service providers towards service recipients, v) satisfaction level of availability of medicines, vi) disclosing of medicine stocks, vii) EPI intervention, viii) orientation of health service and ix) antenatal and post antenatal/new born service. Against each indicator 10 marks were set for each group of assessors. FGD meetings were done at ward level for assessing levels of satisfactions and those were scored by service recipients. Simultaneously scorings were taken corresponding to same indicators from service the providers. Ultimately recommendations were taken to improve the gaps of the services. Total 673 people including 209 male and 464 female at 6 unions actively participated in the process.

After completion of Community Assessment Process (CAP) interface meetings were arranged in presence of decision makers with the participation of community people as well as the members of union civil society forum to tried to find commitment from to fill up the gaps though making action plan with timeline and responsibilities. In this meeting community people/service recipients got privilege to ask questions to the service providers and decision makers. Later on the action plan was prepared installed in front of the service centre.

Community people including union level CSO Forum members are monitoring the service and execution of plan of actions. The quality of service has increased than before and the service providers are more responsive and accountable. d.2.4 Performing Social Audit for Enhanced accountability of service providers Social Audit is one of the social accountability tools. Social auditing is the process whereby an organization can account for its social performance, report on and improve that performance. It assesses the social impact and ethical behavior of an organization in relation to its aims and those of its stakeholders. In order to conduct social the steps we followed were – i) seeking permission from the concerned agency, ii) constitution of the team, iii) constitution of the social audit committee, iv) collection of key information, v) verification of information, vi) analysis and consolidation of information, vii) sharing of information, viii) organizing social audit meeting and ix) getting the information approved by the community.

We prepared check list for social audit and formed a team with the people those who are interested to work voluntarily and are not involved with the service providing institute and those who have acceptance in the society and can raise voice. Each team was formed with 5 members. Handout and checklist were developed to orient the social audit team about the process. A one day’s orientation was provided at NSS Training Center to 30 social audit volunteers from 6 unions (5 members from each union). In the training session a demo social audit was done with a view to exercise it at field level.

In order to increase responsiveness of service providing organizations total 6 social audits were done (4 at Community Clinics and 2 at FWCs) in the project working area. Total 252 participants including 176 male and 76 female participated in the social audit. After the completion of social audit a sharing meeting was done with the service providers about their good services and gaps.

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