GOOD Governance  

Project name: Engaging Citizens to Improve Service Delivery Through Social Accountability (ISAF)

Project goal:To strengthen and expand the demand side of social accountability in the sub-national democratic development reform process to improve public service delivery.

Project Objective


Citizens have improved knowledge of and utilize I4Cs, including public service standards, rights of citizens, budget and performance information. 

Improved performance and budgets of citizen-prioritized public services through citizen monitoring and SNA engagement. 

Improved capacity of Community Accountability Facilitators (CAFs), Civil Society Organizations (CSOs), and SNAs for quality I-SAF implementation and improved government policy implementation through joint learning agendas and strengthened M&E reporting.

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Main Activities 


The ISAF project originated from the National Programme for Sub-National Democratic Development (SNDD) in Cambodia. The ISAF project aims to empower citizens, strengthen dialogue and partnerships between local government and citizens, increase the accountability of local government, improve public service delivery, and support demand side to reach these goals. There are four main project components to help and support the beneficiaries, as follows:
Access to information and open budgets:Citizens will be provided and educated on information about policies, standards, rights, budgets and performance data related to a core set of public services provided by communes, health centres and primary schools on an annual basis.
Citizen-led monitoring: This is to promote the citizens’ voices through a productive dialogue between citizens and public official/service providers, citizen monitoring of these services, and collective actions for improvement.
Facilitation and capacity building:This component is very crucial to support the success of Component 1 and 2 implementations through providing training to local actors on I-SAF related themes and capacity building to Community Accountability Facilitators (CAFs) to act as a bridge between citizens and state actors. The project implementation will begin with the implementation of Component 3, which will continue throughout the project and be followed by Component 1 and 2.
Learning and monitoring: This is to track the progress and results of the program, document lessons learnt and use this learning to improve practices and policies over time.

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