DESCRIPTION OF THE PROJECT:     

Complex and time-consuming procedures make it difficult for citizens to obtain public administrative services, such as civil registration, social welfare, social insurance and land administration. To tackle this issue, in 2007, the Government of Mongolia, with the help of the Swiss Agency for Development and Cooperation (SDC), started implementing the “One-Stop-Shop” (OSS) Project. Over the past 4 years, the project has introduced 35 OSSs service centers, which aim to ease access to public administrative services for urban and rural residents. At present, OSSs deliver services to residents of all 9 districts in Ulaanbaatar City, 21 Provincial Centers, 1 Regional Center as well as 2 Soums and 2 Khoroos (administrative units below districts and provinces).

The main purposes of the outcome evaluation and implementation monitoring are to evaluate the outcomes and impacts of the project; assist the project in improving the efficiency and effectiveness by determining appropriate and sufficient resources and tracking discrepancies in activities and plans. Specifically, during the baseline survey IRIM will; assess the current level of satisfaction expressed by customers who receive public services at OSSs; identify support required in the form of policy, regulations and funds to improve quality of public services at OSSs; assess the level of job satisfaction of OSS Staff and their capacity building needs for improved performance; and identify physical improvements to be done at OSS premises for providing customers with better services. A number of techniques will be used to conduct this project including; randomized questionnaires, semi-structured focus group discussions and a desk review.

Outcome monitoring will also be conducted during two follow-up surveys, six months apart. IRIM will present findings and results to key public service agencies in each OSS at a forum organized and facilitated by HSPSC at six months intervals, in addition to formal reporting.

DESCRIPTION OF THE SERVICES PROVIDED:  

• Desk review will be used for collection of relevant statistical data, existing policy and regulations, the OSS project related documents.
• In the next stage, IRIM will develop survey methodology and data collection instruments for both the baseline assessment and the two follow-up surveys.
• -Review Customer Feedback Forms being used by OSSs and Questionnaire/Citizen Score Card and other questionnaires given in the M&E System and finalize data collection instruments including contents for Focus Group Discussions.
• IRIM is responsible for updating the work schedule of the project, developing the reporting templates and training manuals for research staff, as well as conducting training for support staff. 
• After thorough checks for technical and logical errors, the primary data collected will be analysed and the findings presented to key staff at public sector agencies at each OSS during a common forum, organized in consultation with HSPSC.
• Document response and reactions from each and every public sector service delivery agency to findings and results in respect of each OSS presentations

IRIM will provide the client with regular updates on project implementation stages and will prepare and submit Baseline Study Report and Outcome Monitoring Reports according to the agreed formats to SDC & HSPSC.