Chapter Four - HAP International
Chapter Four - HAP International
Chapter Four - HAP International
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The 2008 Humanitarian Accountability Report<br />
18. Sungi Development Foundation, Pakistan<br />
communities. Banners were displayed on which<br />
details of relief packages to be distributed in each<br />
IDP community (UC) were given. Address of<br />
Sungi’s office was given to forward any complaints.<br />
6. Continuous Improvement (Principles 5 & 7)<br />
To involve stakeholders in monitoring compliance<br />
of <strong>HAP</strong> principles and bench marks<br />
• 235 project committees were established with the<br />
purpose of continuous monitoring.<br />
• Monthly /quarterly and annual reviews were<br />
established, to include <strong>HAP</strong> compliance review.<br />
• Partners Assembly is a mega event of Sungi, in<br />
which more than 900 people participated this year<br />
to evaluate Sungi’s programmes and suggest<br />
future recommendations for strategic directions and<br />
field operations.<br />
Involve beneficiaries in progress and <strong>HAP</strong><br />
compliance review process<br />
Case Study Example: Good practice in humanitarian accountability and quality management – Summary version<br />
Under the Sustainable Livelihood Project in Abbottabad, assets were distributed among poor people affected by earthquake to improve their livelihoods. As<br />
part of the accountability and complaint mechanism, the accountability committees were informed about the packages different beneficiaries had to receive.<br />
One of the Community Facilitator (temporary field worker of Sungi) did not provide complete package to some households. The community sent a quick<br />
complaint to Sungi management; Sungi devised an enquiry team, and quickly identified that the person responsible was guilty. The assets were recovered<br />
from the perpetrator and closed their contract.<br />
In the same project, the vendor provided quality feed bags initially, but he started adding poor quality feed in the supply, which was directly delivered in the<br />
field. The accountability committees found that the feedbags were of very low quality, and they informed Sungi. Sungi made swift response to this complaint.<br />
On inspection by technical experts, it was found that the complaint was valid. Sungi cancelled the contract and withheld the security deposit.<br />
Sungi’s Micro Finance and Empowerment Programme (MFWE) has designed and instituted a complaint handling mechanism to know the issues that<br />
beneficiaries of this programme may face. A complaint and performance evaluation form has been designed. Each beneficiary of this programme is<br />
provided with this form. All beneficiaries are informed to fill in this form in case of any complaint and send it directly to the senior management, through a<br />
pre-paid self-addressed envelop. This mechanism helped to improve our programme and to ensure accountability. On the beneficiaries end, this<br />
mechanism has brought satisfaction and has guaranteed the direct and closer interaction with senior management. During the year, 50 complaints were<br />
received through this process.<br />
Plans with regard to: undertaking a baseline analysis, a certification audit, or mid term certification review<br />
Sungi had applied for <strong>HAP</strong> certification; <strong>HAP</strong> baseline analysis is scheduled in May 2009 and a certification audit is expected before the end of 2009.<br />
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