Client-oriented model

Wikis > Evaluation Tools > Client-oriented model
The Client-oriented model allows beneficiaries of the policy intervention (‘clients’) to evaluate it based on merit criteria that they themselves set. For example, these criteria could relate to the purpose of the intervention, mode of delivery and outcomes and how these fare against the expectations of the clients. The value of such a model is very evident because public services are targeted towards specific beneficiaries in the society and thus they are well-suited to evaluate these services with the objective of conveying useful feedback to the policymakers. This process of client-based evaluation can occur in a participatory as well as deliberative manner. The main drawback of this model is that this can expose the policy intervention to unjustified client complaints in a bid to pressurize the public agencies to increase service standards or elite capture to cater to vested interests as well. Thus the model should still adhere to the “rules of the agents and principals in the representative chain of control” despite the significance given to client preferences and feedback.


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