Digital empowerment: A catalyst for stronger public services and accountability

Siem Reap: With the goal of strengthening connections between citizens and public service providers, 53 Community Accountability Facilitators (CAFs), including 35 women, from eight districts across eight provinces gathered in Siem Reap for a two-day digital training. With the aim of better public service delivery, the training aimed to equip local community representatives – CAFs – with the skills needed to promote transparency and civic engagement through digital communication tools and platforms.

Participants were selected for their strong commitment to driving change within their communities from Kandal, Battambang, Preah Vihear, Siem Reap, Kampong Thom, Kampong Speu, Banteay Meanchey and Pailin provinces. The training was delivered by a team of communication specialists, CAF leaders, World Vision staff, and district officials, blending technical guidance with hands-on learning.

The sessions covered a variety of topics, including news and feature writing, social media content and planning, video production, Facebook page management, and digital safeguarding. By the end of the training, participants were expected to produce and manage digital content designed to enhance the flow of information between local authorities and the communities they serve – primarily through platforms such as Facebook pages and Telegram channels.

“I have learned a lot from this training, including how to capture quality photos, write news stories and create engaging content. After the training, I plan to create a Facebook page and Telegram channel focused on social accountability work at the district level,” said Yorn Phann, a CAF from Samrong Tong district, Kampong Speu province.

Ngoun Sokthan, Deputy Chief of the Planning and Commune/Sangkat Support Office in the same district, added: “This training is essential for both CAFs and government staff. It helps us engage more effectively with the people we serve. On returning, I will work closely with CAFs at both district and commune levels –especially those who participated in this training – to create a social accountability Facebook page for sharing information with our communities.”  

This marked the second phase of digital capacity building for CAFs. In the initial phase, 20 facilitators from five districts were trained to develop district-level Facebook pages. These platforms are now actively used to share public service updates, gather community feedback and strengthen local governance accountability.

A representative of World Vision International in Cambodia, Bun Lim, Chief of Party of the Social Accountability Framework project, highlights the significance of this digital shift: 

“Integrating digital tools into ISAF is a vital step forward. It enables real-time engagement between citizens and service providers, empowering even the most remote communities to participate in governance and hold institutions accountable.”

ISAF and Social Accountability in Cambodia was launched in 2015. The Implementation of the Social Accountability Framework (ISAF) is a joint initiative by the Cambodian government and civil society organisations such as World Vision International in Cambodia, aimed at improving local service delivery and fostering citizen participation.

World Vision plays a crucial role in Cambodia's ISAF project, largely through Community Accountability Facilitators (CAFs). They empower citizens with knowledge of public services and rights, fostering dialogue with local authorities to improve service delivery. This partnership ensures social accountability reaches grassroots levels, including vulnerable groups, enhancing the project's sustainability and reach. In 2024, World Vision partnered with 4,682 Community Accountability Facilitators, who were trained to advocate for improved public services, reaching over 7.7 million people, including more than 3 million children.