Promoting voice and accountability in urban water and sanitation services : lessons on introducing demand side accountability tools in Kenya

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Courtesy of IWA Publishing

The introduction of the Citizen Report Card (CRC) tool in three Kenyan cities formed a basis for dialogue between citizenry and decision makers on urban water and sanitation issues. The CRC replicates the private sector practice of collecting and acting on consumer data for self improvement, but applies it to public goods and services, framed in an open and public consultative process. The CRC tool was followed by institutionalized approaches to promoting social accountability, such as specialist civic networks on the demand side, and regulatory supported citizen monitoring and feedback mechanisms on the supply side. This note and accompanying DVD describes the context, processes and results of the initiative which seeks to increasingly bring citizens to the center of urban water and sanitation sector reforms.

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