Strengthening accountability for improved service delivery : SNV’s local capacity development approach

Better accountability improves service delivery performance. But how does this work? Based on more than twenty-five case studies in over twelve countries, this paper describes one organisation’s attempts to strengthen the accountability capacity of citizens, government and service providers. Breaking accountability down into five actions, it examines a number of strategies that have produced good results. It finds multi-stakeholder approaches particularly valid and highlights the critical need to empower citizens, especially marginalised groups. Greater investment in developing the accountability capacity of local actors can produce significant improvements in service delivery. [authors abstract]