Copyright © 2014 by The University of Kansas Organizing Audits of Consumer Services.
Transcript of Copyright © 2014 by The University of Kansas Organizing Audits of Consumer Services.
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Organizing Audits of Consumer Services
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What is an audit of services?
An audit is a formal inspection; conducted by someone from outside the entity being audited of practices, procedures, policies, and/or programs to determine whether they’re conducted according to legal, ethical, and professional standards.
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What are consumer services?
• Consumer services, fall into two categories:• Publicly-funded services offered to members of a
particular target population.• Services that are controlled by laws and government
regulations and offered to the general public
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Why conduct audits of consumer services?
• Determine whether needed services are being provided
• Use as ammunition for an advocacy campaign• Determine whether services that are being funded
are being provided as intended• Protect the interests of the public• Improve the chances of resolution of community
issues• Foster social change
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Who should organize (or conduct) audits of
consumer services?• Do you have the knowledge and experience to conduct
the audit yourself?• Do you have the resources?• Are you or your organization the appropriate party to
conduct an audit?• Can you gain enough cooperation from the entity to be
audited to be able to do a good job?• Are you a better choice to conduct the audit than a
party with public recognition?
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If you don't conduct the audit, some choices for
auditors include:• Government agencies, agencies that regulate or
fund the service being audited may be a choice• Professional associations, they have the expertise
and structure to conduct formal audits• Watchdog organizations, public or private
organizations may be able to handle the audit
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If you don't conduct the audit, some choices for
auditors include:• Academics and other experts in the field• Audit teams from peer organizations, organizations
may be more willing to cooperate with a peer • Funders, both private and public, they have an
interest in ensuring the services they are paying for are being provided
• Can you think of others?
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When should you organize or conduct audits or consumer
services?• You're advocating for the need for a particular
service• There's a question about the availability of services• There's a question about equity in the delivery of
services• Funding is at stake• There's a broad-ranging community development
or other similar effort
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How do you organize an audit of consumer
services?• Gather evidence of the need for an audit• Consumer dissatisfaction with an existing service• Evidence of inappropriate services• Evidence of illegal or unethical practices
• Identify the appropriate auditor• Find support for the audit
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How do you conduct an audit of consumer
services?• Muster the resources that you need• Negotiate with the organization you're going
to audit
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How do you conduct an audit of consumer
services? (cont.)• Determine the information you need, some
examples include:• Financial information• Number and demographics of people served • Methods for delivering service
• Gather information• Internal documents• Public documents• Interviews• Observation
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How do you conduct an audit of consumer
services? (cont.)• Analyze the data and prepare an audit report• Work with the organization to create a plan to put
remedies into practices• Decide what you're going to do with your findings,
some examples include:• Report problems to the organization's board• Work with the organization to change what is
wrong
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How do you conduct an audit of consumer
services? (cont.)
• Report the organization to the appropriate oversight body
• File a lawsuit• Go public• Create a plan for maintaining the process