Better Public Health Services through Social Accountability Project


Cambodian Civil Society Partnership (CCSP)

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Basic Project Information

CCSP worked with local NGOs and community research teams to gather citizen feedback on the quality of commune-level health services in order to enhance citizen participation in the improvement of health service delivery.


Methodology / Approach

Tool Types

Project Summary


Improve public health services through enhanced citizen engagement with commune and district councils, and government health officials

  • Increase citizen demand for better public health services
  • Facilitate constructive dialogue between citizens and state actors around public health service issues
  • Improve local NGO capacity to enhance community engagement in sub-national governance


CCSP designed and administered a questionnaire, Citizen Rating Report (CRR), to gather citizen perceptions on the quality of health services in Cambodia.  In order to cover a wide geographic scope, the project team formed and trained a coalition of ten local NGOs and community research teams (CRTs) to carry out one-on-one interviews with community members. The questionnaire focused on commune-level health service quality. Responses revealed a number of problems, including illegal service fees, medicine stock outs, and delayed arrival of health center personnel. The CRTs presented findings at the commune, provincial, and national levels, through forums which brought together district authorities, health service providers, and prominent community members. As a result of the forums, local officials and commune health staff committed to taking concrete actions to improve service quality and delivery.

Use of Information Communication Technology



10 villages in each of the 7 targeted communes and 10 families per village

Target Population

Low-income users of commune health services, with particular focus on women of reproductive age

Results Methodology

Post-hoc desk review, individual interviews, and focus group discussions with community members and local authorities were conducted by independent consultant

Indicators Used

  • Percentage of staff and LNGO partners with improved understanding of CRR, subnational governance issues, and advocacy tools
  • Number and type of interactions between LNGOs, community groups, public service providers, and councilors
  • Percentage of citizens in target areas who seek information and participate in local governance processes and the CRR process
  • Percentage of citizens in target areas who have improved understanding of how their roles in sub-national democratic processes influence service delivery
  • Percentage of representatives from target state institutions who play an active role in project activities
  • Percentage of commune councils and district councils who include ideas from the CRR report in their development plans

Reported Results

  • Increased understanding between citizens and service providers about available health center services
  • Improved service provider attitude and punctuality
  • Improved health center service hours
  • Increase in the number of citizens visiting health centers on a regular basis*

*Additional findings can be found in the Final Project Evaluation Report.

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