Social Accountability


Citizens Voice and Action (CVA) is a World Vision social accountability approach that empowers community members to be aware of their entitlements as citizens and dialogue with service providers over their entitlements as communities.

From 2009 to 2016, World Vision Zambia implemented Citizen Voice in Action funded by the United Kingdom Department for International Development (DfID) to improve the relationship between communities and Government, and facilitate dialogue aimed at improve service delivery in the sectors of education and health. This advocacy model has empowered communities, enabling them to engage positively and meaningfully with those with the responsibility of discharge the duty of service provision. 

Impact of Social Accountability 

A 2016 evaluation revealed that communities were able to understand and interpret the policies and standards for service delivery in Lusaka and Copperbelt provinces were CVA was implemented. Communities are able to demonstrate knowledge on their rights and entitlement to high-quality service delivery.

An example of the impact of CVA is clear at Milopa Primary School in Lufwanyama district were the teacher-pupil ratio was 1:45 but after community engagement with Ministry of Education authorities, the Government was able to send more teachers and the ratio improved to 1:25.

This response from Government was achieved after face-to-face meetings between community members and district education officials. Following these engagements, the Government provided further support by increasing the number of toilets from one toilet for 300 pupils to one toilet for 80 pupils. While more toilets are needed, this level of engagement has resulted in community and Government finding common solutions that both are contributing toward.

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