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Advocacy by the Office of the Ombudsman: Enabling Water Reforms Based on Citizens’ Feedback in Peru


This case study analyses how Peru National Ombudsman (Defensoría del Pueblo ) amplified the voice of the community by establishing mechanisms for receiving and responding to citizens’ complaints about water delivery. These citizen feedback mechanisms allowed the Ombudsman to use these imputs to improve national public policy and regulations, and raise awareness of important aspects of service delivery.


How to Notes- Citizen Report Cards: Monitoring Citizen Perspectives to Improve Service Delivery


This How-to Note on Citizen Report Cards (CRCs) describes how and in which cases CRCs can be a useful social accountability tool for improving service delivery. After listing the critical success factors of the CRC, it describes step-by-step the process of design and implementation and the key activities required for the success of Citizen Report Cards. It offers short insights on several case studies.


Citizen Voice and Action in Uganda. Civic Demand for Better Health and Education Services


This publication describes the experience of World Vision in implementing its social accountability approach in the education and health sector in Uganda. Its approach has resulted in statistically significant reductions in student and teacher absenteeism, improvements in student test scores and enrolment, and improvements in the relationship between citizens and health staff.


The Writing on the Wall: RTI comes to Malav


In the Indian state of Gujarat, the Commonwealth Human Rights Initiative (CHRI) and its partner, Nagrik Adhikar Kendra (Citizens' Rights Centre) worked with local public authorities to transform a rural town into a model for the proactive disclosure of information. This short film shows their success in bringing Right to Information to Malav.


Mapping Context for Social Accountability


Context is critical in shaping, making and breaking social accountability interventions. However, there are very few systematic attempts to help practitioners tailor social accountability to contextual variation. This resource papers seeks to outline the main contextual factors that appear to be critical to social accountability, to examine how social accountability interventions interact with the context to bring about change, to explore the operational implications of these interactions, and to offer a flexible analytical framework to guide practitioners wanting to undertake analysis prior to engaging in demand-side activities.

How Can I Contribute to the Knowledge Platform

You may contribute to the Knowledge Platform in many different ways: you can send and disseminate your social accountability materials (toolkits, reports, videos, etc.) in the knowledge repository; you can contact, interact and collaborate with other peers and join a global community of social accountability practitioners; you can participate in the different learning and knowledge exchange activities of the GPSA KP such as online courses, thematic forums, webinars and blogs; and you can develop a partnership with the GPSA KP to implement collaborative knowledge activities.

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