Attachments
About these reports:
As part of CCCM’s core mandate, Site Management partners routinely collect and refer community feedback through interagency coordination structures. The collection, referral and resolution of community feedback is a core commitment of the humanitarian sector towards accountability and enabling efficient responses. This report summarizes the quarterly trends in collected feedback across the participating agencies’ operational presence. The report focuses on how community feedback is managed and the outcomes across key sectors activated in a response where the Zite Manager platform is implemented. All community feedback related to service provision collected and referred is reflected in this report, including feedback and operational issues related to Site Management actors. The Zite Manager Programme supports Site Management partners with this process by providing a data management & processing tool, training materials and technical advice to support their operation and analysis.
For more information: https://www.zitemanager.org/
North Kivu, DR Congo: Community Feedback & Referral Analysis (Quarter 2 2024)
Report Highlights:
- Engagement: 1,531 tickets were received, which is a 175% increase when compared to last quarter. Of the feedback received: DTM (41%), CCCM (22%), and WaSH (19%) received the most.
- The People: 73% of feedback was submitted by women, which is a 18% increase in women’s participation compared to last quarter. Of received feedback, 67% was also submitted by vulnerable households.
- Resolution: 37% of the 651 completed referrals were reported resolved by service providers. This is a 55% decrease in the resolution of feedback. Another, 24% received responses from providers but the feedback couldn’t be resolved. The top responses from providers for unresolved feedback this quarter were ‘Can’t Resolve (Technical Issue) / Impossible à résoudre’, ‘No Response / Pas de réponse’, and ‘Resolved / Résolu’.
- Expiration: 39% of the 651 referrals were not responded to by service providers.
Sources: IOM, AIDES , Zite Manager