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Consultant to conduct Citizen Satisfaction Scorecard Survey

HANDS requires Consultant to conduct Citizen Satisfaction Scorecard Survey


Water Governance and Capacity Building Support Activity for Municipal Committee Jacobabad


  1. Background:

USAID/Pakistan financed the Municipal Services Program-Sindh (MSP-S) in Jacobabad City that had three components: (1) water and sanitation infrastructure upgrades; (2) civic engagement for inclusive governance; and (3) establishment of management information systems. As a result of the program, water supply system of Jacobabad city has already been built/upgraded under the USAID grant for the Municipal Services Program.

According to the survey conducted under USAID’s WGCB activity, The Jacobabad city is comprised of eight union councils with a population of 165,918.

The water supply system has already started providing water to the citizens of specific Mohallas of Jacobabad city. It has been reported that more than 12,000 households are connected with the system and around 10,000 households are receiving water twice a week. Under Solid Waste Management component, the MSP has provided waste collection vehicles to the Municipal Committee Jacobabad which move in the city and collect solid waste from the dust bins placed around the city.  The work on sewerage system is on-going in the city which is to be completed in year 2023.

Citizen Satisfaction Scorecard Survey is meant to explore international best practices in public service delivery reform. The survey is aimed to determine the level of critical themes in the delivery of services such as access, quantity, quality and reliability of services. In July 2020, a baseline survey was conducted by MSDP.


  1. Concept of Citizen Scorecard Survey

The Citizen Score Card is a monitoring and evaluation approach that enables beneficiary citizens to assess service providers and to rate their services/performance using a grading system in the form of scores. It is an instrument to exact public accountability especially at the local/facility level. It is used to solicit user perceptions on quality and satisfaction of facilities and to and general performance of the service provider, in order to pinpoint defects and omissions in service and delivery to improve upon service delivery. It reveals some of the knowledge gaps of the citizens themselves too so that strategies can be developed to fill those gaps. The main output of this exercise is to come up with a report on quality and satisfaction of the stakeholders and an action plan on how the services can be improved. The CSC method can be used to evaluate the performance of Municipal Service Providers whether they meet their customers’ needs and if not identify weaknesses which need attention in order to satisfy customers.

  • The Assignment:

HANDS under USAID’s “Water Governance and Capacity Building Support Activity intend to hire a consultant/consulting firm to conduct the second round of citizen scorecard survey. The baseline survey was an attempt to explore international best practices in public service delivery reform. Being a baseline survey, the sector focus was limited to three critical public services (Water supply services, wastewater services and solid waste management). Though exploratory in nature, this exercise is aimed at not only building awareness and capacity of the stakeholders, but also offers diagnostic pointers to the concerned agencies to improve the quality of the services. The survey will be conducted to determine the level of critical themes in the delivery of services such as access, quantity, quality and reliability of services. Problems encountered and responsiveness of service providers in addressing these problems.

The time period for completing the assignment is two months and during this period, the Consultant is to complete the assignment by submitting all milestones as described below. Consultant will ensure to comply the branding and marking policy of USAID.

Survey Objectives

The main objectives of the CSC survey are as follow:

  • Obtain responses from a selected sample of areas to be piloted for pre-designed questionnaires on adequacy and quality of real and practical aspects of service delivery particularly water and sanitation at grass roots.
  • Assess, based on community perceptions, the efficiency and effectiveness with which services are being delivered at grass roots.
  • Ascertain the presence and extent of public accountability by authorities to communities which they are elected to serve as Muhallah committees and ward committees.
  • Use the feedback obtained from citizens as a tool for recommending remedial actions to the concerned government institutions and public authorities
  • Inform the local citizenry with the responsibility to be proactive in decision making on issues that concern their community development
  • Generate a useful and relevant set of recommendations from responses and discussions with selected members of sampled communities via questionnaires and community meetings.



  1. Scope of work:

The scope of work of the assignment is to carry out the second round of citizen scorecard survey of Jacobabad city to determine the level of improvement in the delivery of services such as access, quantity, quality, and reliability of municipal services. It will also identify and asses the problems encountered by citizens and responsiveness of service provider i.e Municipal Committee Jacobabad – in this case.



  • Submission of inception Report including detailed methodology, survey sampling, FGD guidelines and Work plan.
  • Review and comments on survey tool used in the baseline and recommendations proposed for improvement of the survey instrument.
  • Finalization of Survey tool
  • Brief report on completion of the field work/survey and FGDs
  • Draft survey report
  • Validation workshop/Presentation on the draft report
  • Final survey report

Quantitative Survey

A sampling strategy is to be proposed then applied for the selection of a sample of identified households / respondents / consumers in the target union councils, zones, mohallahs of Jacobabad City covering all wards proportionately (if possible).

The population statistics considered for baseline scorecard survey is given as under:

UC wise Population of Jacobabad (8 UCs)

UC Total Population Households

(at Average 5.75 individuals)

1                      23,084                        4,015
2                      24,532                        4,266
3                      11,261                        1,958
4                        9,399                        1,635
5                      16,851                        2,931
6                      43,643                        7,590
7                      18,560                        3,228
8                      31,329                        5,449
Total                   178,659                     31,071
Source: World Health Organization (WHO), Pakistan

i.        Census 2017 shows the total 33,195 Households are covered by Jacobabad municipal committee

ii.      Census 2017 shows the total 191,076 population is covered by Jacobabad municipal committee

iii.    Census 2017 data published by Government of Pakistan does not show UC wise population

iv.    Census 2017 calculates an average of 5.75 individuals per households

v.      Same formula has been applied for the UC wise population sheet

Sample size is to be drawn from this data for discussions and finalization.



Qualitative Survey

Below we present two qualitative methods to use for collecting qualitative data: Focus Group Discussions (FGDs) and In-depth Interviews (IDIs)

Focus Group Discussion

Conduct focus group research with eight groups in the Jacobabad City (four male, four female groups and 8 – 10 persons each).

In-Depth Interviews (IDIs)

In-Depth informants can provide comprehensive and ‘insider’ information for the benefit of citizen scorecard survey. The interviews shall be semi-structured (guided by a key informant questionnaire but conducted with a trained facilitator who will intervene when necessary). Some 8-10 targeted key informants for this study may be intended beneficiaries for this study include:

  • Program Staff of PSU WGCB
  • Staff of Municipal committee (MC-J)
  • DC Jacobabad,
  • Local government department.
  • Program staff of MSDP
  • Members of Ward Committees
  • Local CSOs working in the areas on water, wastewater and solid waste management


  1. Milestones:

The milestones, means of verification, level of effort and the timelines are as under:


Milestone Task Means of Verification Level of Effort- LoE Timeline
MS 01 Submission of inception Report including detailed methodology and Work plan Document approved by the WGCB Within 5 calendar days from the signing of the contract.
MS 02 Review and comments on survey tool used in the baseline and recommendations proposed for improvement of the survey instrument. Survey Instrument approved by the WGCB 3- Days Within 3 calendar days after the 1st Milestone
MS 03 Draft survey report A brief report on completion of the survey/ field work (2-3 pages) submitted


Document submitted and feedback provided to the consultant

15 Days Within 30 calendar days after the 2nd Milestone
MS 04 Validation workshop/Presentation on the draft report Workshop participants list, PPT on the report, report on workshop outcome 5 Days Within 12 calendar days after the 3rd Milestone
MS 05 Final survey report Final document submitted and approved by WGCB. 8 Days Within 10 calendar days after the 4th Milestone


The submission of milestones will be considered as an incomplete document and not approved until the 100% ratification of queries raised by HANDS or USAID.



  1. Timeline:

The assignment is scheduled to run from August 1st, 2021, to September 30, 2021,


  • Tentative Contents of the study report will include:


Executive Summary (Having contents; Objectives, Methods, results and conclusion)

  1. Background (description of project and activities)
  2. Literature review
  3. Methodology (having below mentioned components)
    1. Objectives of the study
    2. Study design
    3. Sampling Method and Sample Size
    4. Data Collection Procedure
    5. Data Analysis / Finding
  4. Limitations
  5. Findings
  6. Conclusions
  7. Recommendations
  8. References
  9. Annexure [data collection tools, etc.]

Following lists will be given at the start:

  1. Table of contents (automatically generated)
  2. List of Figures
  3. List of Tables
  4. Acronyms and abbreviations

In addition, photos, charts, graphs etc. will be inserted where necessary and appropriate to make the report illustrative.


  • Required Skills and Experience
  • Master’s Degree in Social Sciences, Development Studies or any related discipline from a recognized institution.
  • Information Sciences, Knowledge Management or from a recognized institution.
  • At least 10 years of experience in Knowledge Management within national and international NGOs and other sectors.
  • Background training and experience in monitoring, evaluation and research, and methodologies for knowledge management and communication would be highly desirable.


  1. Guideline for submission of Proposal:
  2. Interested consultant/consulting firm can apply through submission of hard copies of technical and financial proposal in two separate sealed envelopes at following address by 28th July 2021 at 5:00 pm

Head of Department

HANDS Human Resource and Institutional Development Department

Plot #158, Off M9 (Karachi – Hyderabad) Motorway, Gadap Road adjacent Baqai University, Karachi, Pakistan
Tel: +92-21-32120400-10


  1. The contents of technical proposal are mentioned below
    1. Brief introduction of consultant/firm (attach detailed CV with references)
    2. Understanding of context
    3. Methodology
    4. Past experience in similar projects/ assignment
    5. Work Plan (Proposed)
  2. The template for financial proposal is mentioned below;
S# Position LOE (days)


Rate/day (PKR) Total


1 Lead Consultant 31  
Total amount in PKR  





  1. Period of assignment:

2 months (from the date of signing of contract)


  1. Contract Type:

This is a fix cost assignment and “reimbursement mode of payment” against the achievement of milestone/s. No additional/ support/ operational cost will be paid by HANDS beyond the quoted amount by the Consultant at the proposal submission stage.

1. Personal Information


2. Education & Training (Most Recent ONLY)

3. Employment Record (Present or Last Job ONLY)

In Number of Years
Name of Employer
In Numbers Only