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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.

http://siteresources.worldbank.org/INTSOCACCDEMSIDEGOV/Resources/2871813-1200515311988/4577172-1271445400159/notes02_peru.pdf

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