The practice notes present practical tips for any organisation setting up beneficiary feedback mechanisms. They are intended to help you navigate the challenges and create a robust and user-friendly system.
The notes cover six areas of implementation:
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This beneficiary feedback approach sought to build on and test examples of beneficiary feedback and communication that utilised increasingly widespread mobile technology.
It envisioned an SMS-based feedback system which would provide 24 hour access to a two-way feedback mechanism.
In the inception phase, based on the expectation that literacy would be a barrier to feedback, this approach was broadened to include registration of missed calls to the helpline number, which would then be called back by the project Community Feedback Officer.
A literature review prepared by SIMLab at the outset of the project outlines the examples of such feedback mechanisms, and their potential and likely challenges.