Provision of Services to Conduct Client Exit Interview (CEI) Survey with AJO (Afghanistan Justice Organization)

awtsaar Avatar
awtsaar

Project Title: Provision of Services to Conduct Client Exit Interview (CEI) Survey
Client: AJO (Afghanistan Justice Organization)
Locations: Herat, Kandahar, and Nangarhar, Afghanistan
Duration: March 2018 – May 2018
Implemented by: Awtsaar Logistic and Consultancy Services

Executive Summary:

The Provision of Services to Conduct Client Exit Interview (CEI) Survey project, implemented by Awtsaar Logistic and Consultancy Services on behalf of the Afghanistan Justice Organization (AJO) in Herat, Kandahar, and Nangarhar, Afghanistan, aimed to gather feedback from clients exiting AJO services to assess the quality and effectiveness of the organization’s programs and services. This report provides a detailed overview of the project’s objectives, activities, achievements, challenges faced, and overall outcomes realized during the implementation period from March 2018 to May 2018.

Objectives:

  1. Feedback Collection: Conduct client exit interviews to gather feedback from individuals exiting AJO services regarding their experiences and satisfaction levels.
  2. Quality Assessment: Assess the quality and effectiveness of AJO programs and services based on client feedback and perceptions.
  3. Continuous Improvement: Use survey findings to identify areas for improvement and inform decision-making processes to enhance service delivery and client satisfaction.

Activities Undertaken:

  1. Survey Design:
    • Collaborated with AJO stakeholders to design a comprehensive client exit interview survey instrument tailored to the organization’s programs and services.
  2. Field Staff Training:
    • Trained field staff on survey administration techniques, interview protocols, and data collection procedures to ensure consistency and reliability in data collection.
  3. Data Collection:
    • Conducted client exit interviews at AJO service delivery points in Herat, Kandahar, and Nangarhar, following established survey protocols and guidelines.
  4. Data Analysis:
    • Analyzed survey responses and feedback to identify common themes, trends, and areas for improvement in AJO programs and services.
  5. Report Preparation:
    • Prepared a comprehensive report summarizing survey findings, including key insights, recommendations, and action points for AJO management and stakeholders.

Achievements:

  1. Feedback Collection: The project successfully collected feedback from clients exiting AJO services, providing valuable insights into their experiences and satisfaction levels.
  2. Quality Assessment: Survey findings facilitated an assessment of the quality and effectiveness of AJO programs and services, highlighting areas of strength and areas for improvement.
  3. Continuous Improvement: Survey results were used to identify actionable recommendations and inform decision-making processes aimed at enhancing service delivery and client satisfaction.

Challenges Faced:

  1. Access Constraints: Limited access to some AJO service delivery points in remote or conflict-affected areas posed challenges to survey implementation and data collection.
  2. Language Barriers: Language barriers between surveyors and respondents required the use of interpreters in certain cases, adding complexity to the interview process.
  3. Data Quality: Ensuring data accuracy and reliability required careful attention to survey administration techniques and data validation procedures.

Lessons Learned:

  1. Flexibility: Maintaining flexibility in survey administration and data collection approaches is essential for overcoming challenges related to access constraints and language barriers.
  2. Training and Capacity Building: Investing in comprehensive training and capacity-building initiatives for field staff enhances their skills and confidence in conducting surveys and collecting quality data.
  3. Data Validation: Implementing robust data validation mechanisms, such as cross-checking responses and conducting follow-up interviews, helps ensure the accuracy and reliability of survey data.

Conclusion:

The Provision of Services to Conduct Client Exit Interview (CEI) Survey project, implemented by Awtsaar Logistic and Consultancy Services for the Afghanistan Justice Organization in Herat, Kandahar, and Nangarhar, Afghanistan, has successfully achieved its objectives of gathering feedback from clients exiting AJO services, assessing the quality and effectiveness of AJO programs and services, and identifying areas for improvement. Despite facing challenges related to access constraints, language barriers, and data quality, the project has provided valuable insights and recommendations to support AJO in enhancing service delivery and client satisfaction. Moving forward, it is important for AJO to continue leveraging survey findings and implementing targeted interventions to drive continuous improvement and better meet the needs of its clients.