Implementation – Monitoring and Evaluation
19.1 Why monitor performance?
Monitoring and evaluation is a routine management methodology,
not just an ad hoc activity instituted for the purposes of an external
performance audit. Being a part of the management contract stage,
it should play a facilitative role in generating effective communication
and interaction between project partners and other stakeholders,
which is essential for iterative problem solving and adaptive project
Performance monitoring allows the local government (municipality)
to ensure that the services being provided are consistent
with the contract. The more activities a contract covers, the
more sophisticated its incentives should be for efficient performance
by the contractor, and hence the more sophisticated will be
the necessary regulation. All service providers should be subject
to effective regulation, benchmarking and monitoring. They
should also be efficient, accountable and protected from inappropriate
It is likely that the municipality’s role in actual operations
will be minimal, but time and effort during this phase should be
redirected towards monitoring the performance of other partners.
It is essential to ensure that the contract continues to meet the
municipality’s needs, and that the contract ensures the effective
management and supervision of the day-to-day matters.
Armed with measures of performance, local government managers
are in a position to formulate policy and implement plans
that are relevant to any problems they come across and,
conversely, that avoid unnecessary action.
Performance monitoring needs to take place against a number
of clearly defined indicators; performance targets can
be developed for a particular period and for the local
context, which enables managers to identify areas for improvement.
The operators of the service should be required to: publish
key performance indicators regularly; provide convenient
consumer inquiry and complaint mechanisms; and consult
consumers regarding major new investments through willingness-to-pay
surveys and public forums. In addition, the municipality
could establish its own mechanisms, such as a formal consumer
committees and surveys, for assessing public opinion about