Organizing Audits of Consumer Services

What is an audit of services?

An audit is a formal inspection; conducted by someone from outside the entity being

audited of practices, procedures, policies, and/or programs to determine whether

they’re conducted according to legal, ethical, and professional standards.

What are consumer services?

• Consumer services, fall into two categories:– Publicly-funded services offered to members of a

particular target population.– Services that are controlled by laws and

government regulations and offered to the general public

Why conduct audits of consumer services?

• Determine whether needed services are being provided• Use as ammunition for an advocacy campaign• Determine whether services that are being funded are

being provided as intended• Protect the interests of the public• Improve the chances of resolution of community issues• Foster social change

Who should organize (or conduct) audits of consumer services?

• Do you have the knowledge and experience to conduct the audit yourself?

• Do you have the resources?• Are you or your organization the appropriate party to

conduct an audit?• Can you gain enough cooperation from the entity to be

audited to be able to do a good job?• Are you a better choice to conduct the audit than a party

with public recognition?

If you don't conduct the audit, some choices for auditors include:

• Government agencies, agencies that regulate or fund the service being audited may be a choice

• Professional associations, they have the expertise and structure to conduct formal audits

• Watchdog organizations, public or private organizations may be able to handle the audit

If you don't conduct the audit, some choices for auditors include:

• Academics and other experts in the field• Audit teams from peer organizations,

organizations may be more willing to cooperate with a peer

• Funders, both private and public, they have an interest in ensuring the services they are paying for are being provided

• Can you think of others?

When should you organize or conduct audits or consumer services?

• You're advocating for the need for a particular service

• There's a question about the availability of services• There's a question about equity in the delivery of

services• Funding is at stake• There's a broad-ranging community development

or other similar effort

How do you organize an audit of consumer services?

• Gather evidence of the need for an audit– Consumer dissatisfaction with an existing service– Evidence of inappropriate services– Evidence of illegal or unethical practices

• Identify the appropriate auditor• Find support for the audit

How do you conduct an audit of consumer services?

• Muster the resources that you need• Negotiate with the organization you're going

to audit

How do you conduct an audit of consumer services (cont.)?

• Determine the information you need, some examples include:– Financial information– Number and demographics of people served – Methods for delivering service

• Gather information– Internal documents– Public documents– Interviews– Observation

How do you conduct an audit of consumer services (cont.)?

• Analyze the data and prepare an audit report• Work with the organization to create a plan to put

remedies into practices• Decide what you're going to do with your findings,

some examples include:• Report problems to the organization's board• Work with the organization to change what is

wrong

How do you conduct an audit of consumer services (cont.)?

• Report the organization to the appropriate oversight body

• File a lawsuit• Go public• Create a plan for maintaining the process