Methodology...

The project is an action research project. It combines a direct action component to build pro-poor public service feedback systems with a reflective analytical quality component to build knowledge about these systems. In addition to its value in delivering concrete project outputs, action research has also been selected for its value to knowledge building and to the mutual development of understanding between stakeholders through activity driven knowledge sharing. (Checkland and Holwell 1998).  A detailed two-way chain of feedback between the authorities and the Poor was developed at the early stage of the project, and implemented throughout the study.

A participatory approach was followed using focus groups and survey techniques including the report card survey. Participatory approaches provide an appropriate forum for the poor to voice their own demands for changes in public service provision by reflecting their own experiences in dealing with government services and the quality of those services. (Brocklesby and Holland 1998).    Research demonstrates that there are clear benefits in proactively consulting with the poor in the development and refining of public policy, which facilitates the development of relevant and appropriate poverty reduction strategies. In particular the development of the ICT component was developed with the full participation of local actors including the poor to ensure that the solutions generated are applicable and appropriate to local circumstances and realities. The development of both existing and new information systems is part of this research and the project aims to study the effectiveness of these systems. An inclusive approach was adopted and concrete efforts were made to ensure that women are consulted, as they constitute a significant proportion of those living in poverty. A novel framework (B Shadrach 2002) was applied for project evaluation.