M-Score (Mobile Phone Scorecard) is a new platform that allows citizens to provide feedback and complaints about public services via phone survey. The project started in 2014 with Quang Tri being the first province to implement it. During the first stage, the project assessed the quality of the one-stop system applied in administrative procedures. In 2015, M-Score was introduced and implemented in a second province (Quang Binh).

RTA’s main tasks:

• Provided technical consultancy for the project
• Established data entry systems for the project hotline and one-stop agency in each district
• Provided trainings for project and district officers on RTA’s system
• Designed electronic version of the questionnaire and incorporated phone surveys into rtSurvey
• Recruited and trained enumerators for phone surveys
• Coordinated with partners in conducting monthly phone surveys
• Analyzed survey data
• Prepared and launched reports with project partners