- Governance, Politics

Kick-start of Service Users Feedback Survey – Round 2

Citizen’s opinions connected directly to improving services and oversight of Provincial People’s Council (PPC) members over district administration.

The Service Users Feedback Survey (SUFS) collects feedback from citizen’s on using public services, and uses this feedback to understand how best to enhance and improve crucial public services including Health, Education, Water and Sanitation, Civil Registration, Public Works and Transport and Agricultural Extension Services.

The DDG of the Ministry of Home Affairs (MoHA) Mr.Laty Phimmachack inaugurated on Feb 22 the Kick-start of Service Users Feedback Survey (SUFS) session along with District Deputy Chief Nengher Lercher. Mr. Pradeep Bagival, Chief Technical Advisor from the United Nations Development Programme (UNDP) was present and conducted a training session for the senior officials and PPC members from the district on how the survey results could be used for wider governance improvement and in enhancing the oversight of Provincial People’s Council (PPC) members over district administration.

Mr. Bagival said,‘ I found the district survey team which comprises staff from different line offices very enthusiastic in finding out what citizens have to say about the services provided by them. We have women staff within the survey team who can speak ethnic language that is spoken in the targeted villages so that we do not leave any one behind.’

SUFS is one of the public administration reforms measures to promote participatory governance through citizen’s engagement by MoHA. The survey is conducted with the technical support from UNDP under the Governance for Inclusive Development Project (GIDP) funded by Swiss Development Cooperation (SDC).

The government through the Ministry of Home Affairs (MoHA) has completed the first round of survey in 2019 in four districts across four provinces (Hinboun District/Khammuan Province, Xaysettha District/Attapeu Province, Xiengkhor District/Huaphan Province and Kua District /Phongsaly Province). The survey attempts to capture citizen’s feedback on six of the core basic services in terms of utilization, accessibility, quality and transparency in service delivery.

The enumerators also record citizen’s perception on other key aspects of public administration such as competence of the service providers, complaints redress mechanisms, participation of the citizens in village development plans and about interactions with District Chiefs and PPC members.

The results of the survey have been disseminated to the local authorities to further improve service delivery on the basis of the feedback and the survey report has also resulted in enhancing the PPC members oversight on the district administration. The second round of survey is scheduled to take place in Feb-March 2021 in four different districts across four provinces (La district/Odoumxay province, Samphanh district/Phongsaly province, Dakcheung district/ Xekong province and Samuay district/Saravan province).

SUFS has been identified as one of the priority activities to improve efficiency in public sector under Outcome 3, Output 2 of the draft 9 NSEDP and is also one of the localized SDG indicator (16.6.2) under the SDG 16 for the Lao PDR which attempts to measure the level of satisfaction of the citizens about public services and in developing an accountability framework to ensure transparency and accountability in public administration.

Source: Lao News Agency