What do citizens do to improve service delivery?

In 2010/11 Twaweza collected survey data in some 250 locations throughout Tanzania’s rural and urban areas. The survey focused on education, health, and water, as well as the actions ordinary citizens take to engage with these sectors. Information was collected from households, but also from communities, schools and health clinics.

The data provide a valuable snapshot of the state of the services, and, perhaps even more importantly, a snapshot of what “wananchi” do (or do not do) to make services work for them.

Moreover, they will be used as a baseline in an assessment of Twaweza’s effectiveness, as a follow-up study is planned for 2014. Key highlights are presented herein; a more detailed report is also available.

Two stark findings in terms of information transmission and citizen agency cut across the three service delivery areas.

  • For most people the most significant source of information is word of mouth. All other sources, including radio and mobile phones, feature only marginally.
  • Citizens largely do not report taking action to improve service delivery. With a few highlighted exceptions citizens are either too afraid to act, do not consider it their responsibility or do not know what to do.

Read the summary of findings or the full report.

Read more: AIID



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