Basic Services Questionnaire

Objective: To help offices evaluate their strengths, weaknesses, needed support and ways forward in strengthening their ability to manage and advance gender equity and diversity internally to become effective advocates for social justice and equity.
Materials/Preparation: copies of the basic services questionnaire.
Participants: CARE staff.

Steps

To track the timeliness and quality of Head Office Services within the Gulf of Guinea Office, the

Mission Director solicited, compiled and analyzed the Basic Services Questionnaire bi-annually.

Based on results and comments, the Mission prioritized where to put additional efforts. Further, units discussed the questionnaire and findings during the management team meeting and each unit discussed ratings among the team and developed action plans to strengthen services.

The Questionnaire asked program teams and field offices to:

Rate Service Quality and Timeliness (1-4, 4= very good, 3= good, 2 = deficient, 1 = very poor, N/A = Not Applicable)
Provide comments

Program Department

Program Department	Activities	Quality Rating	Timeliness Rating	Remarks/Comments
Sr. Program Leadership/Management Oversight (Program Director/AMD, (Sr) Program Coordinators)	Field visits
	Management support
	Project design
	Feedback on project/program implementation and reporting
	Support in development of partner relationships
	Support in subgrant contracting and management
	Donor Relationship Support
	Demonstration of CARE core values
	Communication of policies, processes, new developments
	Coaching
Management/Technical and Operational Support Other Accra-based program positions including gender, M&E, organizational development, operations manager, program delivery analyst	Field visits
	Project Support/Management Assistance
	Technical Assistance (in comments, be specific on type of TA expected/received)
	Donor Relationship Support
	Demonstration of CARE core values
	Communication of policies, processes, new developments
	Coaching

Program Support Department

Department	Activities	Quality Rating	Timeliness Rating	Remarks/Comments
Human Resources	Recruitment Process
	Support to senior staff in staff management
	Responsiveness to staff question on HR issues
	Legal issues management support (where applicable)
	Staff Development Support
	Follow-up of APA and mid-term review
	Communication on policies, processes and new developments
	Coaching
	Demonstration of CARE core values
Administration	Procurement Status Report
	Responsiveness to project procurement requests and questions
	Demonstration of Core Values
	Vehicle Maintenance/Repair
	Visa, Ticket and other liaisoning service (if applicable, please specify)
	Support and guidance in safety and security planning and issues
	Tenancy issues (where applicable)
	Communication on policies, processes and new developments
	Coaching and training in new policies
	Demonstration of CARE core values
IT	Hardware selection
	Email/internet support
	Hardware troubleshooting support
	Providing IT training, update, tips, procedures
	Remote support and guiding (helpdesk)
	Demonstration of CARE core values
	Coaching
Internal Audit	Advice and support during field visits
	Audit followup
	Communication on policies, processes and new developments
	Demonstration of CARE core values
Finance	Budget development support
	Accuracy of budget tracking by Fund Code
	Communication of financial reports (including red flags)
	Financial technical assistance
	Financial training to STAFF/td>
	Efficiency of cash transfers
	Efficiency of check processing and payment
	Technical trouble-shooting (Scala, etc)
	Communication on policies, processes and new developments
	Support in subgrant contracting and management
	Demonstration of CARE core values
	Donor Reports
	Coaching

Resources

M Vigoda (2009). Allgog Memo #97: Results of July-December 2009 Basic Services Questionnaire. CARE Gulf of Guinea.