Service Level Benchmarking for Citizen Service Centres in Sri Lanka

The Assignment
The assignment involved developing a Service Level Benchmarking (SLB) system for Citizen Service Centres (CSC) established in Local Authorities in Sri Lanka. The CSCs were established by the Government of Sri Lanka with help from The Asia Foundation under the Sub-national Governance Program supported by the Department of Foreign Affairs and Trade, Australia.

MaGC Approach and Methodology
The approach was to develop a simple SLB Framework that could be implemented in the ‘low capacity’, ‘low data readiness’ environment. The final SLB Framework that emerged envisaged assessing CSCs on four different dimensions: physical aspects, service value proposition, service efficiency, and service delivery process automation. It gave weightage to the assessor’s observation on the one hand and to citizen feedback on the CSC services on the other.

The Output
The final output was a SLB Framework that comprised of a Guidebook and a spreadsheet utility for service level benchmarking. A pilot assessment was undertaken as a proof of concept. A set of master trainers from The Asia Foundation were trained on the system.

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