towards an ispa tool for social registries and...

Phillippe LeiteBased on recent work by Phillippe Leite, Tina George,

Changqing Sun, Polly Jones, and Kathy Lindert

March 16, 2018

Towards an ISPA Tool for Social Registries and Integrated Social Information SystemsOverview of World Bank proposal for tool development

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Click here for download

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https://hubs.worldbank.org/docs/imagebank/pages/docprofile.aspx?nodeid=27882264

Specifically, Social registries are information systems that support the intake, registration, and the determination of potential eligibility for one or more social programs

ConceptSocial Registries are both

3

AssessPotential Eligibility

Outre

ach

Inta

ke &

Regi

strat

ion

Asses

s Nee

ds &

Cond

ition

s

Decide Implement

4

With a single program, these Information Systems have many components – each with specific functions

Social Registries support the processes of registration &determination of eligibility,

gathering informationon all applicants

(potential beneficiaries)


Decide

Enro

llmen

tBe

nefit

s &

Serv

ice Pa

ckag

e

Implement

5


Beneficiary Registries & Beneficiary Operations Management Systemssupport decisions on enrollment, and

the level of benefits or service package, and underpin

program administration


Decide Transactionsfor Payments

& Services

CaseManagement

Implement

6


Payments administration systems support payment systems and

monitoring Foundational ID systems supports authentication for service delivery

Case management systemssupport updating,

monitoring of conditionalities, intermediation,

grievance redress, etc.


Outre

ach

Inta

ke &

Regi

strat

ion

Asses

s Nee

ds &

Cond

ition

s

Decide Implement

7

Social Registries support the processes of registration &determination of eligibility,

gathering informationon all applicants

(potential beneficiaries)

Social Registry supporting the delivery chain of a program

8

Integrated Social Registry supporting the delivery chain of programs

Typologies & Trajectories of Social Registries as Inclusion SystemsIntegratedGateway

Access to oneprogram via

Social Registry

People can registeronly infrequently(every 3-5 years)

GatewayFor Dynamic

Inclusion

PhilippinesListahanan

Pakistan NSER

Brazil Cadastro Unico

Chile RSH in SIIS

Turkey ISAS

Yemen SWF Registry

Colombia SISBEN

Indonesia UDB

Access to manyprograms viaSocial Registry

(even beyond SP)

Peoplecan registerat any time

Mali RSU

MontenegroSWIS

Georgia TSA Registry

Djibouti RSU

Azerbaijan VEMTAS

Senegal RNU

Sierra LeoneSPRINT Mauritius SRM

Dominican Rep. SIUBEN

Mexico SIFODE

MacedoniaCBMIS

China Dibao Registry

9

Diverse arrangements for managing & operating Social Registries Managed & Operated by Central Social Agency

Managed by Central Social Agency with Separate Operating Agent

Managed & Operated by Other Central Agency

Managed & Operated by Specific Program,(also serving other programs)

Azerbaijan VEMTAS, Chile RSH, Djibouti RSU, Georgia TSA Registry, Macedonia CBMIS, Mauritius SRM, Mexico SIFODE, Philippines Listahanan, Senegal RNU, Sierra Leone SPRINT, Turkey ISAS, Yemen SWF

Brazil Cadastro Unico, Mali RSU, Montenegro SWIS

Colombia SISBEN, Dominican Republic SIUBEN, Indonesia UDB

Pakistan NSER (hosted, managed & operated by BISP) 10

Integrated Social Information System

Integrated Systems for

Payments and Case

Management

Integrated Social Registry

Integrated Beneficiary Registry & Benefits

Operations Mgmt.

• Social Registries don’t operate in isolation:

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Data ExchangeWith other

systems

Integrated Social Registry ProgramManagement IS

(CCT)

ProgramManagement

IS (In-Kind)

ProgramManagement IS (Disability)

All validated Applicants with

verified information & eligibility criteria

CT Beneficiary

data

Disability Beneficiary

data

In-Kind Beneficiary

data

Update Information

Make an Eligibility Appeal

Request Grievance Redress

Track & Monitor

Application Status

Civil

Payment Systems

SOCIAL REGISTRY - FRONT OFFICE: INTAKE & REGISTRATION

Apply to One or Many

Programs

Manage Cases

National Population

Visual Analytics on application status,

updates, grievances, appeals, etc

Local Administrative Systems

Central Administrative Systems

-- Integration through Web service/API/Enterprise Service Bus etc.-- Digital ID used to pull applicant data & to cross-check with other administrative systems

* Data/documents digitally uploaded via application form on

Mobile/Tablet/Laptop/PC

Data from existing Beneficiary systems

‘How’ does a Social Registry Function within an Integrated Social Protection System

Systems to deliver in-kind services

Assess Eligibility

using policy/criteria

Exchange Data: PUSH to Beneficiary systems/ PULL from

other Systems

Visual Analytics/Data Mining &

Business Intelligence (with geospatial info)

View & Manage

Applicant Data

SOCIAL REGISTRY – BACK OFFICE: ELIGIBILITY ASSESSMENT

* Data/document provision via

application form Offline-to-Online

(O2O)

Mobile Teams/Facilitators/Agents

Data from National & Local Admin

systems

“En masse” data collection in the

field (questionnaire)

* Data collection by field teams

*Data/document provision via paper/

application formCitizen Service

Documents/Certificates- Family composition- Marriage- Divorce- Birth- Death- Disability- School- Orphanage- Unemployment- Pension- Salary/Payroll stubs- Bank statements- House - Land- Livestock- Vehicle- Utility bills...etc.

Local Office/Citizen Service

Center

Citizens (including non-nationals)

Validate Applicant data dynamically thru Crosschecks with

Administrative systems

Verify data with Applicant/Documents to

resolve conflicts with Administrative systems

Manage Complaints, Grievances

Update/Rectify Data

Digital ID/Biometrics

Data Exchange Protocol

StatisticsLand/

PropertyTax

Vehicle Geospatial Health Education Labor/ Unemployment

Livestock/ Agriculture

Social Insurance/Pensions

Utilities

Local Government

System

Local Government

System

Centralized/Virtual

Determine benefits/service

package

Program Mgmt - BACK OFFICE: Software Application for Admin

Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments

Payments – BACK OFFICE: Software Application for Admin

Authenticate Beneficiaries w/Digital ID

Notify benefici

ary

Integrated Beneficiary Registry/

Datawarehouse

* Beneficiary data updates sent to Social Registry for validation and verification with citizens

Manage beneficiaries &

benefits

GRIEVANCE – FRONT OFFICE

GRIEVANCE – BACK OFFICE

BUSINESS INTELLIGENCE - FRONT OFFICE

CASE MGMT

BUSINESS INTELLIGENCE - BACK

OFFICE


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE

• Via data exchange (interoperability)

• They are one component in a broader information system and often link to other administrative systems



Payments and Case

Management



Operations Mgmt.

• Social Registries don’t operate in isolation:

12


systems


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE

• Via data exchange (interoperability)

• They are one component in a broader information system and often link to other administrative systems

Integrated Social Registries can improveEfficiency…

…for people• Simplifying registration procedures• Common gateway and application for many benefits

and services• Less information less often• Saving on time, costs, visits and frustration for these

processes

…for program administrators• Shared resources for intake & registration in the “front

office”• And in the “back office”:ü Improved data quality and accuracyü Reduce duplications and errorsü Improve transparencyü Lower administrative costs for data collection and

processing…for social, planning, and finance agencies

• Better coordination in identification of target groups• Coordinating social programs as part of crisis response• Useful tool for analyzing and monitoring multi-

dimensional needs of the population and the potential “demand” for social programs



Payments and Case

Management



Operations Mgmt.

14


systems


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE


(CCT)

ProgramManagement

IS (In-Kind)




CT Beneficiary

data


data

In-Kind Beneficiary

data

Update Information



Track & Monitor

Application Status

Civil

Payment Systems



Programs

Manage Cases

National Population











Assess Eligibility



other Systems



View & Manage

Applicant Data




(O2O)



systems








Center







Update/Rectify Data



StatisticsLand/

PropertyTax




Utilities

Local Government

System

Local Government

System

Centralized/Virtual


package


Enroll beneficia

ries

Reconcile Payments

Establish Payroll &

Administer Payments



Notify benefici

ary


Datawarehouse



benefits




CASE MGMT


OFFICE

AssessPotential Eligibility Decide

Implement

PROGRAM 11


Implement

PROGRAM 21


Implement

PROGRAM 31

Integrated Beneficiary Registries are tools for coordinating and monitoring multiple programs to track “who receives what,”

which can help identify intended complementarities or unintended duplications

IntegratedBeneficiary Registry

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Integrated Beneficiary Registries are warehouses of information on beneficiaries from multiple programs

Cash Transfer Program

Social Pension

Health Insurance Subsidies

Social Energy Tariffs

Emergency Assistance

Social Services

Etc. (other programs)

Integrated Beneficiary

Registry

Integrated Beneficiary Registries can improveEfficiency…

…for people

• For Coordination• For monitoring who receives which programs• For identifying complementary bundles of benefits and

services• For identifying unintended duplications across programs• For analyzing and tracking the “supply” of programs• For monitoring, analytics, budgeting and planning

…for program administratorsIF MAINTAINED IN REAL TIME: • By providing them information about what “other”

benefits and services their client populations are receiving• By facilitating intermediation and referrals

…as a back-office tool for social, planning, and finance agencies

IF MAINTAINED IN REAL TIME: • By allowing citizens to check their benefit status and

service referrals

PolicyRoles

ImplementationFunctions on Delivery Chain

Integrated Social Registries

Inclusion & Coverage Prioritization of resources

Multi-Sided Platform beyond SPCrisis Response

Supporting the functions Registration & Determination of Eligibility for multiple programs

Integrated Beneficiary Registries

CoordinationPlanning, budgeting

Monitoring “who gets what”Promoting synergies across programs

Reducing duplications

IF they are operated in “real time:”Can provide inputs to integrated case management &

GRM systemsCan allow beneficiaries to check on status of their

benefits and services in systematic manner18

Integrated Social Registries & Integrated Beneficiary Registries support distinct roles for policy, implementation, analytics

When combined into an Integrated Social Information System, they can allow for a powerful policy planning tool

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Social Pension




Social Services


IIntegrated

SocialRegistry


Social Pension




Social Services


Integrated Beneficiary

Registry

The Integrated Social Registrysupports registration & eligibility,

thus indicating the “demand” for social programs

The Integrated Beneficiary RegistryHelps track “who receives which programs,”

thus indicating the “supply” of social programs

And together, these allow for profiling the population; tracking of coverage, gaps and overlaps; policy analysis; budgeting and planning

Social Registries Assessment Tool

Objective: Assess and identify the quality of the current Social Registry inclusion systems for social programs

Method: “Checklist” style questions on key elements of the system.

Outcome: Guide a “gap analysis” while assessing the Social Registry in its current state (status quo) and development of a “Road Map” of what would be needed to strengthen it towards a desired vision for the future.

GAP: Planned for Social Registries and not necessary for an Integrated Social Information System

Caveat: Questions not meant to be exhaustive; Not intended to be prescriptive, nor is it advocating for any specific model or blueprint for Social Registries.

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21

Procedure: light desk

review analysis

Procedure: heavy

assessment combining

desk review and

interviews

Characterizing & Situating the Main Features of the Social Registry (status quo & future)

Social Policy Roles – as Inclusion System1. Single or Multi-Program Use?

2. Dynamic Inclusion of Population?

Information Systems Aspects:3. Sources of Information?

4. Degree of Interoperability?5. Database Management Structure?

Part

1


22

Understand the current placement of it on a broader country context and SPL landscape and characterize it in terms of its social policy roles and system architecture to facilitate a “gap analysis” and road map for strengthening the registry towards that desired vision.

• Role as inclusion system• Single-use, multi-use, dynamic

• Information system aspects• Sources of information, interoperability, database management structure

Structural FeaturesInstitutional & Legal

ArrangementsPart

2Citizen Interface User Programs


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Assess key structural features for implementing it, more specifically:

• Institutional and legal arrangements: Institutional and legal arrangements should betailored to local realities, building on existing capacities and structures if they work well.Therefore assessment would help understand current strengths and weakness.

• Citizen Interface: Evaluate the point of contact for citizens (registrants/applicants, potentialor actual beneficiaries of social programs) that can take many forms - (a) at local office,service window, or kiosk; (b) via mobile teams; (c) via digital service windows –; andmanaged by central agencies or by local governments…

• User Programs (Single-Program or “Integrated” Multi-Program Gateway): For citizens,common entry point would avoid having to provide the same personal data separately toapply for multiple programs; For the administration, it would be expected to reduceadministrative costs in not carrying out the business processes of intake and registration…

Delivery Processes

OutreachPart

3Intake & Registration Updating Processes Grievance Redress


24

Assess the robustness of the delivery chain by identifying “who does what” and “when” for core business processes supporting the functions of the main implementation phases.

• Outreach

• Intake & Registration Processes

• Assessment of Needs & Conditions to Determine Potential Eligibility

• Determination of Potential Eligibility vs Enrollment Decisions

• Processes for Updating Information

• Grievance Redress

Delivery Processes

OutreachPart



25

• Outreach

assess interactions to inform people about social programs, build awareness, and encourage potential beneficiaries to apply; assess two-way communication to better inform program or registry design by gathering inputs, views, and feedback from people and other stakeholders…

Delivery Processes

OutreachPart



26

• Intake & Registration Processes

Assess the process of collecting information to register the intended population for consideration for potential inclusion in social program(s).

Delivery Processes

OutreachPart



27

• Assessment of Needs & Conditions to Determine Potential Eligibility

Assess the systematic processes and methodologies for determining the needs of applicants (potential beneficiaries) using various eligibility criteria …

Delivery Processes

OutreachPart



28

• Determination of Potential Eligibility vs Enrollment Decisions

• Processes for Updating Information

assess how the process and the institutional jurisdiction is working, as well the process for updating the information.

Delivery Processes

OutreachPart



29

• Grievance Redress

assess the quality and set up of GRMs to mitigate errors, fraud and corruption.

Information Systems Aspects

Data & InformationPa

rt 4

Software Applications

Database Management

Inter-operability

ICT Infrastructure

System Strategy

Info Security, Privacy,

Confidentiality


30

Assess how a variety of system elements works for collecting, organizing, storing, processing, creating and distributing information.

• Data and information

• Software

• Database management

• ICT infrastructure



rt 4


Database Management

Inter-operability

ICT Infrastructure

System Strategy


Confidentiality


31

• Data and information

Assessing data and information quality and information collected, verified and validated• Data Content & Sources

• Data Verification and Validation

• Oversight and Controls for Data Quality

• Protocols for personal data protection



rt 4


Database Management

Inter-operability

ICT Infrastructure

System Strategy


Confidentiality


32

• Software

assess how software support: (a) registering to be considered for potential eligibility for one or many programs (software-supported applications or questionnaires); (b) updating of information; (c) filing an appeal or grievance; (d) requesting grievance redress; (e) tracking and monitoring registration status; and so forth.



rt 4


Database Management

Inter-operability

ICT Infrastructure

System Strategy


Confidentiality


33

• Database management

assess the architectural model for database management

• ICT infrastructure

Assess/have knowledge of the ICT infrastructure hardware, software, network resources and services available for the existence, operation and management of one or many organization’s IT environment

Institutional Aspects of Information Systems: evaluate a number of institutional and governance arrangements must be in place, including the appropriate IT skills, quality assurance procedures, financing, architecture, etc.

Measuring the Performance of Social Registries

Inclusion (Coverage & Equity, Access)

Part

5

Efficiency (for citizens, administrator, user programs)

Accuracy (Data Quality & Systems

Integrity)

Systems for Measuring Performance


34

Earlier sections focus on structures (actors), processes, and systems

This section focuses on indicators for measuring performance of Social Registries. Specifically, this section maps out some typical questions and indicators for measuring the performance around three key dimensions:

• Inclusion (coverage, equity, accessibility)

• Efficiency (for citizens, for systems, for user programs)

• Accuracy (quality of information, system integrity)

This section also discusses aspects of systems for performance monitoring, reporting and analytics.

• Inclusion (coverage, equity, accessibility)

• Efficiency (for citizens, for systems, for user programs)

• Accuracy (quality of information, system integrity)

Characterizing & Situating the Main Features of the Social Registry (status quo & future)

Social Policy Roles – as Inclusion System1. Single or Multi-Program Use?

2. Dynamic Inclusion of Population?

Information Systems Aspects:3. Sources of Information?

4. Degree of Interoperability?5. Database Management Structure?

Part

1

Structural FeaturesInstitutional & Legal

ArrangementsPart

2

Citizen Interface User Programs

Delivery Processes

OutreachPart

3

Intake & Registration Updating Processes Grievance Redress



rt 4


Database Management

Inter-operability

ICT Infrastructure

System Strategy


Confidentiality

Measuring the Performance of Social Registries

Inclusion (Coverage & Equity, Access)

Part

5

Efficiency (for citizens, administrator, user programs)

Accuracy (Data Quality & Systems

Integrity)

Systems for Measuring Performance


35