LEGAL AID COUNCIL, NIGERIA

Designing an Impact Evaluation Model

JSDF Partners Clinical Workshop: Innovative Services to Deliver Legal Aid

Cartagena, Colombia 12th – 14th February 2014

Monitoring Legal Aid Services – Questions of Quantity and Quality

Measuring Quantity I

Monthly returns of number of assistance applications made, applications granted, completed and pending cases

Bi-annual analysis Annual analysis to measure

performance comparing input, output and outcome and compare yearly improvements and carry out peer review

Measuring Quantity II

Measuring Quantity III

Use of data:o Determine whether yearly target

has been met;o Reward best performers;o Follow-up with not so well-

performing centers;o In future: policy planning and

adjustments; budget requests

Measuring Quality I

Quality feedback through different SURVEYSo Visitors to LAC Offices:

Customer Comment Card and Bulk SMS;

1st visit and 3 months time o Awaiting Trial Prisoners (ATP)

Customer Satisfaction;o Magistrates’ feedback

Measuring Quality II

Measuring Quality III

Radio Programs / Phone-in

Measuring Quality IV

Website provision made for email feedbackSocial network feeds, e.g. FacebookTelephone Contact Numbers on website, including links to oSERVICOM (Customer Service compact agreement), andoLAC’s Customer Care Unit with Nodal officers at Zonal, State, and HQ level

Designing an Impact Evaluation Model

Impact Evaluation Model I

How do we increase the quantity of the council services? Would public awareness enhance the Council’s performance and case load?o Selecting communities with similar characteristics

(target and control groups);oTargeting audience via radio jingles announcing free

services;oDesigning office questionnaire to find out how they heard

about the free services;oDetermining whether radio jingle is an effective way of

increasing case load

Impact Evaluation Model II

Target / Control Groups - communities with almost equal characteristics – population, proximity to office, language, culture and religious beliefs etc.:

No broadcast

Broadcast only

Broadcast with fare

Impact Evaluation Model III

Measuring the Activities’ Impact: