Citizen Voice and Action for Government Accountability and Improved Service


Wahana Visi Indonesia

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Basic Project Information

Wahana Visi Indonesia is using community education and service monitoring, and joint community-government action to address policy and implementation gaps in Maternal, Newborn, and Child Health (MNCH) service delivery at both the local and national level.


Project Summary


Improve governance and public service delivery by enhancing transparency and accountability in maternal, newborn, and child health (MNCH) programs in select disadvantaged areas of Indonesia

  • Raise citizen awareness of rights and entitlements
  • Strengthen CSO capacity to monitor, influence, and engage with power holders
  • Develop performance criteria for health services using sex and age disaggregation criteria
  • Mobilize public action to improve health service delivery
  • Improve capacities of partners on Citizen Voice and Action methodology and program evaluation 


Building on Wahana Visi’s extensive experience working on Maternal, Newborn, and Child Health (MNCH), this project seeks to improve the quality of MNCH-related service provision by promoting community awareness and facilitating community-driven problem solving. The project applies World Vision International’s Citizen Voice and Action approach, which involves community education about their rights and the services to which they are entitled, collaborative government-civil society efforts to identify gaps between promised service quality and what is actually delivered, and advocacy efforts to address those gaps.

To do this, the project has five components:

  • Gathering information on existing MNCH policies and programs, and simplifying it for the public in order to identify opportunities to improve service delivery.
  • Civic education and CSO capacity building to enhance the knowledge about public rights and entitlements, to disseminate the simplified information, and to promote engagement to monitor and influence government agencies and service providers.
  • Creation of sex- and age-sensible community scorecards, which includes discussions to define service standards, the use of participatory monitoring and evaluation tools, and analysis of government agencies’ and service providers’ data to monitor service provision.
  • Sharing of gathered information with public authorities to gain their support, improve responsiveness of service providers, and advocate for policy reform or enforcement.
  • Sharing the Citizen Voice and Action methodology and program evaluation techniques by developing a series of knowledge and learning activities.

Use of Information Communication Technology



More than 52,000 people across 60 villages in 3 districts

Target Population

Integrated Health Service Post (Posyandu) service providers and users.



Results Methodology

The evaluation follows the “realist” evaluation methodology and asks “for whom did this work, in what contexts, in what respects, to what extent, and how?” rather than “Did this work?” The evaluation will occur over the project’s three-year timeframe. It will aim to identify the project’s outcomes, seek to understand how those outcomes were reached, and what lessons they have for future use of the CVA methodology. The evaluation data will include surveys of households, public officials and workers, community-service provider action plans, “Most Significant Change” stories and interviews, and program administrative data.

Indicators Used

Not available

Reported Results

Not available

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