UNDP Capacity Assessment Users Guide.pdf - Africa Adaptation ...

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UNDP Capacity Assessment Methodology User‘s GuideEvaluateOverallQuestion:AdditionalQuestions:IndicatorsDo authorities have the capacity to ensure availability and accessibility ofcommunication and feedback mechanisms in both legislative and executive bodies forcitizens to be heard?Do authorities have the capacity to:Evaluate the development and implementation of public engagement frameworksand mechanisms?Develop and use indicators appropriate to excluded groups?• Existence of clear and well understood inclusion and feedback mechanisms.• Existence of mechanisms to register the voice of customers and employees and theirperceptions.• Accessibility of government departments to the media.• Availability of information.• Number and quality of citizen/customer suggestions received, recorded, acted upon.• Degree to which leadership seeks suggestions and collects ideas for improvement.4.4 Accountability - Inclusion, participation, equity and empowerment – Organizational levelFunctional CapacitiesEngage StakeholdersOverall Does the organization have the capacity to engage stakeholders in the process ofQuestion: developing public engagement policies, frameworks and mechanisms?Additional Does the organization have the capacity to:Questions: Develop and implement partnerships and networks with key stakeholders, i.e.,employees, citizens, customers?Create forums for consultation with external, public, private and civil institutions,e.g., consultation groups, surveys, opinion polls?Ensure that the general public has formal access to and actively participate in publicdecision-making meetings?Increase representation and participation of marginalized and excluded peoples?Indicators • Existence and effectiveness of dialogue mechanisms (and other links as appropriate)between the organization and relevant domestic and external stakeholders on issuesrelating to inclusion, participation, equity and empowerment.• Quality (e.g., transparent, participatory, engaged, respective) and frequency ofdialogue between the organization and domestic and external stakeholders.• Frequency and effectiveness of periodic publicity campaigns (in local languages)explaining the procedures and criteria for administrative decisions or processes.• Level of effort to involve citizens/customers in the design of services or products andin decision-making processes.• Level of civic engagement and bottom-up influence on the organization‟s policyagenda and development.• Degree of organizational support for effective functioning of CSO/CBOs.• Existence of special and/or provisional measures to ensure partnerships with allexcluded groups.Assess a Situation and Define Vision and MandateOverallQuestion:AdditionalQuestions:Does the organization have the capacity to frame, manage and interpret acomprehensive situation analysis for broad and meaningful participation?Does the organization have the capacity to create a vision for broad and meaningfulparticipation?Does the organization have the capacity to:Enable equitable, broad and meaningful participation in conducting situationanalyses and creating a vision?Involve citizens, customers in the design and improvement of products and68
UNDP Capacity Assessment Methodology User‘s Guideservices?Indicators • Quality of analysis of environmental influences (at the appropriate level, e.g., market,sector) and their relative degree of impact on the organization‘s policies relating toinclusion, participation, equity and empowerment.• Quality of action taken as a result of ‗critical events‘ analysis of opportunities andthreats of most significance to the organization‘s inclusion, participation, equity andempowerment policies.• Adequacy of avenues to ensure equitable/broad and meaningful participation insituation analyses.Formulate Policies and StrategiesOverall Does the organization have the capacity to ensure involvement of interested partiesQuestion: throughout the process of developing policies and strategies?Additional Does the organization have the capacity to:Questions: Develop policies that encourage involvement of interested parties?Develop clear and simple policies using simply language?Involve employees, customers, citizens and other stakeholders in the developmentof quality standards for services, products and informationInvolve employees, customers, citizens in the design and development ofinformation sources and channels?Indicators • Quality of mechanisms that ensure inclusion, participation, equity and empowerment.• Extent to which societal changes are integrated into the organization‟s inclusion,participation, equity and empowerment policies and mechanisms.• Existence of long-term strategic policy options for inclusion, participation, equity andempowerment.Budget, Manage and ImplementOverall Does the organization have the capacity to involve citizens/customers in theQuestion:AdditionalQuestions:IndicatorsEvaluateOverallQuestion:AdditionalQuestions:development and delivery of programmes and services?Does the organization have the capacity to:Encourage employees, customers, and customers to organize themselves andsupport citizens‘ groups?Ensure a proactive information policy, e.g., about their processesEnsure that employees, customers, citizens are treated individually?Ensure that appropriate and reliable information, assistance and support are givento employees, customers, citizens?Provide accessibility of the organization, e.g., flexible opening hours, documents inboth paper and electronic versions?Conduct electronic communication and interaction with employees, customers andcitizens?• Alignment of inclusion, participation, equity and empowerment programme with theorganization‘s mission, priorities and managerial capacities.• Clarity and awareness of inclusion, participation, equity and empowerment goals andpriorities among management.• Degree of enforcement of inclusion, participation, equity and empowermentmechanisms.• Extent of use of new and innovative ways of dealing with citizens/customers.Does the organization have the capacity to ensure availability and accessibility ofcommunication and feedback mechanisms for employees, customers and other keystakeholders to be heard?Does the organization have the capacity to:Evaluate the development and implementation of public engagement frameworksand mechanisms?Ensure transparency of the organization, including decision-making anddevelopments, e.g., by publishing annual reports, holding press conferences,posting information on the internet?69
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