Using Feedback and Response Mechanisms for Development Programming in Zimbabwe

This 2-page brief shares lessons learned by Catholic Relief Services during the Promoting Recovery in Zimbabwe (PRIZE) project, related to using feedback and response mechanisms. The project, which ran from 2010 to 2013, was designed to improve food security and agricultural livelihoods. According to the brief, feedback and response mechanisms such as suggestion boxes, help desks, hotlines and meetings are a way for people to have a say in and to improve development programmes designed to impact their lives.

The brief explains that feedback and response mechanisms "allow community members the opportunity to provide their views, both positive and negative, about all aspects of the assistance they receive, so those delivering services can better understand and respond to felt needs." Staff documented and reviewed each response that they received, with the aid of trained volunteers who were recommended by community members. They then "answered questions, replied to suggestions, and addressed complaints in confidential, context-appropriate ways - in person, over the phone, during focus group sessions, during community meetings, and through bulletin boards. When staff or partners were unable to satisfy particular requests, they referred the requests to their supervisors for action."

Based on feedback from the community, CRS made changes to the programme activities. For example, when participants raised concerns about working without heavy machinery, the project provided access to bulldozers. When mothers with small children expressed their need for child care services at project sites, the programme arranged for trusted elderly community members to look after the children during working hours, along with other lighter duties.

The case study identifies the following as lessons learned:

• Start early: "Feedback and response mechanisms should be considered early, beginning with the project planning phase.
• Allocate funds: Feedback and response mechanisms require dedicated funding for staffing, training, and awareness-raising.
• Increase ownership: Communities are more receptive to programmes when their contributions are actively sought through formal systems.
• Get buy-in from leadership: Support from management is crucial to success in implementing an effective accountability system.
• Respond to every issue: This is critical. Feedback systems are only effective when staff and management show a commitment to responding to all issues raised by community members.
• Track trends: This helps management to identify critical areas to improve the overall implementation strategy."

The case study also provides ten steps for setting up feedback and response mechanisms, from getting support from management, through using the system to documenting results.