372 Accountability through Public Opinion
This slogan was repeated throughout the launch, displayed on T-shirts and banners, and repeated by various presenters. The service providers were comfortable with the mood, which was conciliatory, and called for dialogue over service improvements. Breakaway sessions were held to discuss in depth the city-level findings and to review the responses from the utilities. An unmistakable willingness was seen to present commitments to citizens by service providers and policy makers—not only from the water sector, but also from others such as health, environment, and local government. The minister in his speech encouraged the consortiums to continue meeting to monitor improvements and jointly explore solutions to the issues raised in the CRC. The water boards welcomed continued participation, and the Coast Water Services Board in Mombasa committed to sharing their work plans with the stakeholders to enable them to monitor the outcomes.
Insights and Pointers Though the contexts differed and the triggers varied, the two case studies discussed earlier reveal a set of indicators that may have implications for the growing repertoire of social accountability tools and approaches. To go over a few pertinent ones: (a) Power of empirical data: Undoubtedly a clear advantage is seen in “counting” the facts and experiences. To a large extent, institutional apathy can be traced to a lack of informed demand from citizens. Civic engagement quite often tends to be anecdotal and emotive and in the process narrows down confrontation and contestation. When accountability tools such as CRCs, community score cards, and social audits raise the level of discourse from the anecdotal to the factual, less defensiveness from public officials is seen in receiving the findings. This was openly articulated in the Kenyan case, where many previous civil society initiatives have failed to create an effective engagement because the issues remained mostly in the anecdotal domain. As one official remarked quite poignantly during one of the CRC Roadshows: “This clearly separates the ‘noise’ from the ‘voice’!” The credibility, objectivity, and neutrality of the tool certainly helps in opening doors and windows for a more effective engagement between the citizen and the state. (b) Context setting and consensus creation: Capturing and articulating citizens’ voices without adequately preparing the response side will at best result in some quick fixes. It is critical that the process be inclusive, transparent, and participatory in nature. The CRC Roadshows were clearly instrumental in changing the way public officials view demand-led interventions. Much negativity, skepticism, and apprehension centered on the intent and focus of the CRCs; the phrase “report card” itself carried with it a tone of criticism and evaluation. The Roadshows created a forum in which the entire process was subject to collective scrutiny and evaluation. The initial roundtables held in