Start-to-Finish (S2F) Service Delivery Tracker
Start-to-Finish (S2F) Service Delivery Tracker
Rights, Empowerment and Cohesion for Rural and Urban Fijians (REACH) Project

Challenges

The Rights, Empowerment and Cohesion Project for Rural and Urban Fijians (REACH) Project in being implemented in Fiji by the UNDP Pacific Office, with the aim to promote peacebuilding, social cohesion and inclusiveness. Through the REACH Project, whilst mobile service delivery is being provided on-the-spot in targeted rural, urban and maritime communities of Fiji in some aspects of service delivery the matter may not be able to be resolved immediately, for instance a process to apply for an economic benefit may commence during mobile service delivery but cannot be finalized until checks on documents are made and final approvals by the delegated authority. The follow-up process to ensure the matter is resolved can result in time-costs-visits being considerably high for receiving, and in turn, dispensing public services.  There exists a challenge in ensuring start-to-finish service provision – being able to both track, monitor and update citizens in remote locations regarding the progress of their individual service delivery requests and their ultimate resolution.

Towards a Solution

For effective start-to-finish (S2F) service provision, tracking and monitoring of service delivery is proposed through an S2F pilot initiative (to be undertaken during 2017 and 2018), linked to the REACH Project. The existing services provided through REACH mobile service delivery would form the base foundation. For piloting in specific divisions of Fiji, one socio-economic service provided by the Ministry of Women, Children and Poverty Alleviation, specifically tracking applications to the Poverty Benefit Scheme (PBS), will be considered. The PBS is a scheme that targets those who are “poorest of the poor” and living in destitution. A small targeted Pilot will be implemented in selected few locations in different divisions of Fiji.   Feedback from both uses and the teams in the Ministry will be collected to refine the design. In addition, during the Pilot related capacity development for users and Ministry system operators will be undertaken and adjusted as necessary.


The current mode of service delivery for the Poverty Benefit Scheme involves the citizen coming to the Social Welfare Office in person, or inquiring on the REACH Bus. The Birth Certificate is mandatory, and the number of the birth certificate serves as the case ID of sorts. Passport photos are also required, together with a letter of support from a person of authority; such as the district officer, village headman, and so on. A home visitation ensues to evaluate the case, and then the government officer at the Social Welfare Office enters the relevant information into a form on a system. Often there is need for contact back and forth to follow up on documents, and to also make arrangements for the home visit.  The system then determines whether the person is eligible for the allowance under the Poverty Benefit Scheme. (To note, this system is not an Internet-supported one, and each office at the Division level stores its own data independently without central access at the Ministerial level.) The government officer will then relay the outcome to the applicant by telephone or by postal service. The length of the resolution of the case varies depending upon the location of the applicant and other contributing factors, ranging from a few days to months for more complex cases or more remote locales. No helpline is currently in place for providing query resolution or feedback support; and applicants need to visit the concerned office in person or call the offices to know the status of their application. A feedback loop will be valuable in this situation, to better link service providers and citizens. 


In support of enhanced delivery for the services provided by the Ministry of Women, Children and Poverty Alleviation, South-South knowledge transfer on innovative approaches for improving public service delivery is being undertaken between the Access to Information (a2i) initiative under the Prime Minister’s Office of Bangladesh, with support from UNDP Bangladesh and the REACH Project, UNDP Pacific Office. a2i has successfully piloted as well as operationalized ‘One Stop Service Centres’ and the ‘National Portal’ in Bangladesh, amongst other successful innovative service delivery initiatives, which are of direct relevance and applicability in the Fijian context.


In discussions initiated from mid-2017 forwards, a2i experts have been sharing information on their innovations for Fiji-Bangladesh experiential learning, through providing mentorship and support required for rolling out the S2F Service Delivery Tracker in Fiji in pilot communities situated in remote locations. The a2i Innovation Specialist undertook a dedicated mission to Fiji to be able to lead a consultation during a REACH Lessons Learned Workshop (5-7 July 2017) with key REACH Project stakeholders in relation to S2F. Two additional consultations have been undertaken in Fiji in 2017 with NGOs, CSOs and youth as well as a small sample group in Suva to test the applicability of the S2F Pilot. The feedback gathered is being reflected in the overall design of S2F, and tested during the pilot phase which is due to be conducted in 2018.


The benefit of cooperation with a2i lies in the clear demonstrated successes their innovations have had in responding to the service delivery challenges in Bangladesh, some of which Fiji also shares, foremost high time-costs-visits in dispensing service delivery requests. Furthermore, the public service delivery system of Bangladesh has undergone systematic revisions to best meet the needs of the citizens, bearing in mind the needs of most vulnerable groups. Therefore, adapting a successful model to the Fijian context can be of much value when undertaking the Pilot. Furthermore, significant cost-saving of adapting the existing Bangladesh system to the Fijian context, rather than developing the system newly from ground up, makes another compelling case for this partnership. Most importantly, the approach of the a2i team has been exceptional in sharing of knowledge and responsiveness and cooperation. In particular, this has extended to the sharing of resources, inclusion for knowledge and capacity development initiatives, as well as providing a South-South platform for cooperation in the fields of innovation for public service delivery.


The a2i and United Nations Office for South-South Cooperation (UNOSSC) have jointly organized the Innovations in Service Delivery: The Scope for South-South and Triangular Cooperation Workshop (9-11 December 2017 in Dhaka, Bangladesh), which serves as an opportune platform for knowledge-exchange and for acquiring an understanding of global best practice on innovation for enhancing public service delivery, with a special emphasis on state actors in the Global South, and timely opportunity to see the Bangladesh system in operation. Notably, this Workshop follows after a series held globally by UNOSSC together with Brazilian Cooperation Agency, the Government of Japan and the Japan International Cooperation Agency, from 2012 to 2016.


While S2F is in the design phase, it will be of much value for the Government of Fiji participants to acquire this global exposure and seek inspiration from global successes. On the sidelines of this workshop, planning and progress meetings on S2F will be held, with the view to bring together a2i, the Government of Fiji, and UNDP counterparts in discussion and information-exchange so that S2F implementation is on track, and also in line with the agreed timelines, commitments and deliverables for the Information and Communication Technology (ICT) Consultant and Information Technology (IT) Vendor who will be providing S2F systems development and roll-out assistance (further detail as follows). 


Through an Interoffice Memorandum between UNDP Bangladesh Office in Dhaka and the UNDP Pacific Office in Fiji, an IT Vendor and dedicated ICT Consultant are being hired to support the effective development, testing and roll-out of S2F in the Fijian context. The process will be both agile and iterative, allowing for testing prototypes and then refining to best meet the needs of end users. Efforts will be made to undertake pilot tests with communities covered during the project-supported outreach missions to best inform the design. Feedback on prototypes from public service officials will be collected so that they can optimally operate the system on their end. The ultimate purpose will be to develop a user-responsive system, and effectively reach the furthest behind first. In terms of the implementation plan for the S2F pilot, it is being developed with a view to initiate the testing of the pilot and its roll-out in identified pilot communities in targeted divisions of Fiji. User acceptance testing and feedback will be a dedicated part of the programme to ensure that the design ultimately best meets the needs of users, and enables more efficient public service delivery across Fiji.


In terms of timelines and deliverables, the ICT Consultant will be engaged for a period of 6 months with the objective to ensure S2F is delivered on time; including design, development, deployment and coordination with the IT Vendor and the other key stakeholders on an internal basis. Additionally, the IT Vendor will be engaged for 12 months (6 months for development and 6 months for system maintenance), with the aim to adapt the existing system in Bangladesh to the Fijian context, and support the overall development and deployment of the system in a time-efficient manner to meet the needs of concerned stakeholders. Both the ICT Consultant and IT Vendor will be recruited from local resources in Bangladesh, and jointly overseen by a2i and the REACH Project, UNDP Pacific Office. During their engagements, both parties (Vendor and Consultant) will be expected to carry out specified dedicated missions to Fiji to undertake user testing and feedback collection, working on end user capacity development including for the Ministry of Women, Children and Poverty Alleviation staff to be operating the system. The hire of the ICT Consultant and IT Vendor are expected to be finalized in the near-immediate period in December 2017, with commencement of the related duties thereafter. The timelines, tasks and progress will be discussed in person with concerned parties in Dhaka between 9-11 December 2017.


It is expected the pilot will conducted in the period of the contractual engagements, the system refined with all the user feedback collected, and finally handed over to the Ministry of Women, Children and Poverty Alleviation. The underlying objective is development of a longer-term plan and harnessing the potential scope of innovative methods for enhancing service delivery in public sector operations. This partnership can serve as the starting point for a deeper bilateral cooperation in public sector-related innovation between Fiji and Bangladesh in the time to come.

The key results of the project from September 2015 – November 2017 are as follows:



  • 11010 people (5283 women, 4987 men and 740 children) benefitted from mobile awareness-raising and service delivery.

  • 589 communities in 88 districts in 14 provinces across Central, Eastern, Northern and Western Divisions and Rotuma received the REACH mobile awareness-raising and service delivery.

  • 13756 services (to 7557 women and 6199 men) immediately provided in the communities (by Ministry of Women, Children and Poverty Alleviation; and the Legal Aid Commission; the Human Rights and Anti-Discrimination Commission; Births, Deaths and Marriages Registry; and other institutions).  

Contact Information

From SSN4PSI - Asad-Uz-Zaman, Secretariat, Focal person of SSN4PSI. Email - ssn4psi@unossc.org

Supported by

Government of Japan, UNDP, Ministry of Women, Children and Poverty Alleviation, Legal Aid Commission of Fiji, UNDP Pacific Office, REACH Project,

Countries involved

Bangladesh, Fiji

Implementing Entities

UNDP Pacific Office, Access to Information (a2i), REACH Project, Ministry of Women, Children and Poverty Alleviation, Government of Fiji.

Project Status

Ongoing

Project Period

2015 -

URL of the practice

http://www.pacific.undp.org/content/pacific/en/home/operations/projects/democratic_governance/rights--empowerment-and-cohesion--reach--for-rural-and-urban-fij.html

Primary SDG

16 - Peace and Justice Strong Institutions

Secondary SDGs

05 - Gender Equality
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