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

UNDP Capacity Assessment Methodology User‘s GuideIndicatorsDevelop sound response and complaint management systems and procedures?• 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 organization‘s management to the media.• Availability of information.• Number and quality of citizen/customer suggestions received, recorded, acted upon.• Degree to which management seeks suggestions and collects ideas for improvement.Access to informationContext A second component of this category pertains to the mobilization, access and use ofinformation and knowledge. Attention is given to access to and use of the Internet, therole of the media, the adaptation of global knowledge to local circumstances, knowledgenetworking, and incentives to encourage learning.4.5 Accountability - Access to information – Enabling environmentFunctional CapacitiesEngage StakeholdersOverall Do authorities have the capacity to engage stakeholders throughout the process ofQuestion: developing plans for access to information and knowledge?Additional Do authorities have the capacity to publish public information in local language(s)?Questions:Indicators • Existence and effectiveness of dialogue mechanisms (and other links as appropriate)between and among the government and domestic and external stakeholders onissues relating to access to information and knowledge.• Quality (e.g., transparent, participatory, engaged, respective) and frequency ofdialogue between and among the government and domestic and externalstakeholders.• Availability of public information in local dialects for dissemination to local users.• Degree of effort aimed at administrative simplification (e.g., use of simple language).Assess a Situation and Define Vision and MandateOverall Do authorities have the capacity to frame, manage and interpret a comprehensiveQuestion: situation analysis?Do authorities have the capacity to create a vision for equitable, broad and meaningfulAdditionalQuestions:Indicatorsaccess to and provision of information and knowledge?Do authorities have the capacity to:Conduct analyses of: intellectual property rights protection; code of conduct/ethicsand regulations in information services, including privacy laws, disclosure,censorship, conflicts of interest, etc.; competition policy for information providers;licensing; media ownership; censorship; transparency and access to public recordsand foreign sources of information; professional regulation (of media practitioners)?Conduct analysis of information and communication services industries?• Quality of analysis of environmental influences (at the appropriate level, e.g., market,sector) and their relative degree of impact on policies relating to access to informationand knowledge.• Quality of action taken as a result of ‗critical events‘ analysis of opportunities andthreats of most significance to the government‘s access to information and knowledgepolicies.Formulate Policies and StrategiesOverallQuestion:Do authorities have the capacity to ensure access to and provision of information andknowledge throughout the process of developing policies and strategies?70