Listen First: a pilot system for managing downward accountability in NGOs

Alex Jacobs and Robyn Wilford. Development in Practice, Volume 20, Number 7, September 2010 Available as pdf

“Abstract: This article reports on a research project intended to develop systematic ways of managing downward accountability in an international NGO. Innovative tools were developed and trialled in six countries. The tools comprised a framework, de?ning downward accountability in practical terms, and three management processes. They were successfully used to
(a) encourage staff to improve downward accountability in ways relevant to their context;
(b) hear bene?ciaries’ assessments of the level of accountability achieved and the value of the NGO’s work; and (c) generate quanti?ed performance summaries for managers. Taken together, they form a coherent draft management system. Areas for further research are identied.”

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