Improving Governance in the Water Provision through Social Accountability

Netwas-Uganda (Network for Water and Sanitation) in partnership with the World Bank Institute (WBI) and Wobulenzi Town Council in Luweero District is implementing a program that has its focus on improving governance, transparency and communication in water service delivery in Wobulenzi-Uganda by engaging communities in the Town Council to work in partnership with the service providers to improve the quality of water service delivery using a methodology known as the Citizen’s Report Card (CRC)/Community Score Card (CSC) Process.
The Citizen’s Report Card (CRC) will provide services providers in Wobulenzi with feedback from the community about the adequacy, efficiency and quality of water services, based on their experience. Through the Community Scorecard Process (CSC) both community members and service providers will (i) identify priority areas for improvement in the quality of service delivery based on scores – areas with poor/low scores will be given priority for action; (ii) generate suggestions for improvement in service delivery; and (iii) work jointly to identify and implement specific actions to improve the quality of water service delivery within a set timeframe and using available resources. The communities in Wobulenzi will be able to monitor progress in service delivery through constructive feedback to water providers.