You may be trying to access this site from a secured browser on the server. Please enable scripts and reload this page.
Turn on more accessible mode
Turn off more accessible mode
Skip Ribbon Commands
Skip to main content
Turn off Animations
Turn on Animations
Key Focus Areas
Frontline Service Delivery Monitoring
Tools and Guidelines
PM&E Capacity Development Coordination
Management Performance Assessment Tool
Medium Term Strategic Framework: 2014-2019
Government Performance Information
Socio Economic Impact Assessment System
Local Government Performance Assessment
20 Year Review
Promotion of Access to Information
Mid-term Review of Government Priorities
Guides Manuals and Templates
Outcomes Delivery Agreements
Reports and Other Information Products
Strategic Plan and Annual report
National Development Plan
Office of the Minister
Office of the Director General
Compliments and Complaints
Anti-corruption and Fraud
National Planning Commission Office
2011 Citizen Based Monitoring Conference
CBM Symposium 2013 10 02
CBM Publications 2013-2014
CBM Publications 2014-2015
CBM Publications 2015-2016
Learning and Support Programme
Citizen-based monitoring (CBM) focuses on the experiences of citizens in relation to government performance, in order to improve public accountability and service delivery. The approach emphases the building of capacity, of both citizens and officials at the point where services are delivered to (i) monitor how citizens experience service delivery, (ii) analyse this feedback, (iii) take actions for improvements and (iv) communicate to all stakeholders.
A ‘Framework for Strengthening Citizen-Government Partnerships for Monitoring Frontline Service Delivery’ was approved by Cabinet in August 2013. The CBM Framework describes broadly what on-going citizen-based monitoring should look like. It also tasks DPME to design and test specific tools that departments could adapt and use in their performance monitoring and evaluation.
The experiences of citizens – the intended beneficiaries of government services – are a critical component of measuring the performance of government and for the delivery of appropriate and quality services. It is therefore necessary to support the uptake of systematic ways to bring the experiences of citizens into monitoring of services. CBM does not duplicate or replace existing public participation structures or processes, but rather adds to these, providing tools and methodologies to strengthen and broaden public participation.
The National Development Plan emphasizes the importance of fostering active citizens and building a capable and developmental state. Citizen-based monitoring supports this through the production of, and engagement around, evidence of government performance. Currently much of government monitoring sees information sent upwards to central national collection points. This information is then analyzed and presented to top level decision makers who adjust policy and programmes in an effort to influence outcomes on the ground. Citizen-based monitoring shifts the emphasis to focusing on building local level accountability through the co-production of monitoring information by citizens and frontline officials. It is not designed to replace, but rather complement, government’s existing monitoring systems and processes.
Copyright © DPME
Terms & Conditions