Formalizing client feedback forces action

Musika is a non-profit organization working with private sector companies that serve the rural poor in Zambia. It provides technical advice, business model support and subsidies to its clients to reduce the initial risks of doing business with smallholder farmers. Keystone Accountability worked with Musika to help it better understand[…]

The Trumpian crisis for civil society – and an opportunity

In March last year New York Times opinion writer David Brooks argued that the Republican Party was at a Kuhnian “model crisis” moment in a historical transition from the Reagan orthodoxy to something new that would be born out of the Trumpian disruption. He noted that Trump would not determine[…]

‘Speak Up Week’ – how to get clients interested in giving feedback

Our House in Little Rock, Arkansas provides housing, children’s programs, career and homelessness-prevention services. And a master class in how to get your staff and your clients enthused about collecting feedback. Joy Ritchey, Grants Manger for Our House, which serves more than 1800 people a year, explained that they have[…]

To increase impact – listen to those you serve

Foundation leaders believe to increase their impact they need to listen to the people they are supposed to serve. There is concern among US foundation leaders that this is not currently happening. These insights come from a report by Centre for Effective Philanthropy commissioned by the William and Flora Hewlett[…]

Shifting the power to service users

The Mayday Trust totally overhauled the way it supports people experiencing homelessness after listening to feedback (See previous blog). The new way of working involves really listening to clients and to do this effectively involves addressing the multiple power dynamics in play between funders, charities and the people they serve.[…]