TABLE OF CONTENTS . 3 Table of Contents Preface Acknowledgements Acronyms and abbreviations Executive summary 1 2 6 7 Chapter 1. INTRODUCTION 12 1.1. Structure of the report 12 1.2. UNRWA at a glance Mission and mandate Governance Organisational structure Strategy and services Finances Organisational change initiatives 12 12 12 12 13 13 13 1.3. The assessment process Assessment framework Applying the MOPAN methodology to UNRWA Lines of evidence Limitations 15 15 16 17 18 Chapter 2. DETAILED ASSESSMENT OF UNRWA PERFORMANCE 20 2.1. Organisational effectiveness PERFORMANCE AREA: STRATEGIC MANAGEMENT PERFORMANCE AREA: OPERATIONAL MANAGEMENT PERFORMANCE AREA: RELATIONSHIP MANAGEMENT PERFORMANCE AREA: PERFORMANCE MANAGEMENT 20 20 25 30 33 2.2. Development effectiveness PERFORMANCE AREA: RESULTS 37 37 Chapter 3. OVERALL PERFORMANCE OF UNRWA 42 3.1. Current standing against the requirements of an effective organisation Is UNRWA future facing? Is UNRWA making best use of what it has? Is UNRWA a well-oiled machine? Is UNRWA making a difference? 42 42 43 44 45 3.2. The organiastion’s performance journey Comparison with previous assessments 45 45