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Citizen feedback drives performance improvements in Kenya’s water and sanitation services (English)

This Results Profile talks about citizen feedback which drives performance improvements in Kenya’s water and sanitation services. Access to sustainable water supply and sanitation services remained a challenge in water-scarce Kenya. The Kenya Water and Sanitation Services Improvement Project (WASSIP) targets major infrastructure investment, as well as strengthens governance reforms. Although the Kenyan government has embarked on a series of water and sanitation sector reforms the lack of a strong presence at the community level has created substantial hurdles for the Ministry of Water and Irrigation’s Regulatory Board (WASREB) to protect consumer interests and ensure service delivery standards. In order to better engage citizens, the World Bank’s Water and Sanitation Program has helped the WASREB to reach out to communities and establish Water Action Groups, local committees made of community representatives that act as intermediaries between consumers and service providers. In addition, the project has introduced water and sanitation report cards that allow citizens to rate the quality of the water services they received. The report cards are then collected, analyzed, and used to identify service gaps. The World Bank has provided funds and technical assistance to support development of essential infrastructure, legislative and regulatory institutions, and water sector management capacity. The sector now has a regulatory guideline for citizen engagement that outlines how citizens will access information, participate in service delivery and seek redress on unresolved complaints.

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Citizen feedback drives performance improvements in Kenya’s water and sanitation services (English). Washington, D.C. : World Bank Group. http://documents.worldbank.org/curated/en/632501467986270596/Citizen-feedback-drives-performance-improvements-in-Kenya-s-water-and-sanitation-services