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Giving voice to clients of post-rape services: building and piloting a feedback mechanism in Tshwane

Date added:May 4, 2017

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Foundation for Professional Development (FPD) is a private South African higher education institution, which received an innovation grant from Making All Voices Count to pilot an appropriate and confidential feedback mechanism for users of government post-rape services in Tshwane, South Africa.

FPD also received a grant to conduct practitioner research to inform the development of a tool to collect information on client experience. Through its research, it sought to unpack key drivers of satisfaction and dissatisfaction in post-rape service delivery, and to understand the feasibility and acceptability of the proposed intervention from the victim’s perspective.

Through analysing the findings of FPD’s research and reflecting on its experience building and piloting a mobile application, the Practice Paper highlights a disjointed approach and uneven access to post-rape services; how FPD was able to get centre staff to act on client feedback and the limits of such feedback in a resource-constrained environment; reflections on striking a balance between reflection and action, and between practitioner research and innovation; and managing the tensions of anonymity, visibility and representation in gathering client feedback.

Key themes in the paper are:

  • The challenges and benefits of a consultative approach to building a feedback mechanism.
  • How to get service providers to promote and engage with a new feedback mechanism.
  • How best to work with developers for organisations working to launch a mobile app for the first time.
  • The constraints of donor-funded innovation projects, and advice for donors in the field of tech for transparency and accountability.


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