i CITIZEN ENGAGEMENT IN WATER October 2017 Citizen engagement (CE) is a two way interaction between citizens and governments or the private sector, which gives citizens a stake in decision making with the objective to improve development outcomes Why Citizen Engagement? Citizen engagement is essential for all five business CE APPROACHES MECHANISMS lines of the Water Global Practice. To achieve a water- secure world for all, it is important to make service Consultation Public Hearing ; Polls; Focus Group Discussion providers accountable to customers, ensure Citizen Advisory Body/Committee infrastructure is built in consultation with the Collecting, recording Citizen Satisfaction Surveys; Focus Group community, and work to improve customer & reporting on Discussions; Community Scorecards; Citizen satisfaction with resource allocation and overall received inputs Report Cards development process. Grievance redress Grievance Redress Mechanism (GRM); Citizen By giving voice to excluded groups, e.g. women or Jury ethnic minorities, citizen engagement is a powerful vehicle for inclusion, a priority theme for the Water Citizen/community Participatory Planning & Budgeting; Citizen GP. Improved accountability strengthens institutions, collaboration participation in deliberative bodies government effectiveness and the quality of provided services. Citizen engagement can also contribute to Citizen monitoring, Participatory Monitoring; Social Audit; better development results by improving targeting of evaluation & Participatory Public Expenditure Tracking; development interventions and identifying risks and oversight Community Scorecards; Citizen Report Cards constraints. Empowering citizens Participatory Planning; Community with resources & Management; Community Contracting; Guiding Principles for Citizen Engagement decision-making Community Sign-Off on Works Approval/ 1. Is results-focused (and supports the PDO) powers Management 2. Engages throughout the operational cycle 3. Uses country systems Capacity building for Support to Institutionalize CE Processes; engagement (of Building citizen/CSO capacity to engage; 4. Is context-specific & public officials, Building Government capacity to engage 5. Gradual and iterative citizens, CSOs) citizens Source: Strategic Framework for Mainstreaming Citizen Based on Results Framework & M&E Guidance Note (OPCS). See more examples here Engagement in WBG Operations ! Citizen Engagement— A Corporate Requirement By FY18, the WBG has committed to incorporating citizen engagement (referred to as “beneficiary feedback”) in 100% of IPF operations (including Additional Financing) with IBRD/IDA funding, and which have clearly identified beneficiaries. The progress is tracked by the President’s Delivery Unit (PDU) using three corporate indicators: WHAT DOES IT MEAN FOR TASK TEAMS ? AT DESIGN 1 Citizen-oriented design % of IPFs that declare intention to engage with citizens Indicate the intention to engage with citizens during implementation and during implementation, and explicitly describe CE describing citizen engagement mechanisms in the specific context of the pro- mechanisms in the PAD or Project Paper ject in the PAD or Project Paper (include a specific paragraph) 2 Beneficiary feedback indicator at design Include at least one beneficiary feedback indicator in the results % of IPFs that have at least one CE indicator in the RF framework (RF) DURING IMPLEMENTATION 3 Beneficiary feedback during project implementation Begin reporting on at least one citizen engagement indicator (or % of IPFs that report on a CE indicator (or demonstrate demonstrate that credible progress has been made toward reporting credible progress toward reporting on this indicator) from on the indicator) in ISRs as soon as practicable, but at least by the the 3rd year of implementation third year of implementation Read more: Corporate commitment on citizen engagement Read more: Corporate monitoring CITIZEN ENGAGEMENT - SUGGESTED STEPS Discuss with the client how engagement with beneficiaries could contribute to achieving the Project Development Outcomes Determine what would be the most suitable CE mechanisms and indicators in the Project Concept Note Three requirements: Describe the CE approach in the project description section the Project 1 Citizen-oriented design Appraisal Document (PAD) or Project Paper [1] Well-developed appraisal packages generally include CE in key sections of the PAD (or Project Paper): Include beneficiary feedback indicator(s) in the RF of the PAD [2] Context section should explain the country, sector, and institutional Allocate resources for the CE activities challenges for citizen engagement Project Development Objective—Describe how the beneficiaries are Ensure that responsibility for implementation/monitoring is assigned within engaged in the project and how it will contribute to the PDO. the PIU Project Description—Refer to CE activities in the relevant project Report on the beneficiary feedback indicator (or demonstrate that credible components, add descriptions in the Detailed Project Description progress has been made toward reporting on the indicator) in ISRs [3]. If CE Annex is not captured in indicators, report on the progress made in aide-memoires Social—Describe objectives and the overall CE framework in the Technical Section. Results Framework—Include one or more CE results in the results framework and describe how they will be monitored. # SOME EXAMPLES OF CE APPROACHES & INDICATORS • Consultation 2 Beneficiary feedback indicator at design ———> Citizens (from vulnerable groups) who participated in consultations (%) There are many possible indicators, depending on the mechanism Citizens reporting satisfaction with key aspects of consultation process (%) used and objectives of the project. Some illustrative examples are on • Collecting, recording & reporting on inputs received from beneficiaries the right. When drafting an indicator, make sure to: Beneficiaries that feel project investments reflected their needs (%) • Report on whether and how the feedback loop was closed (i.e. Beneficiaries satisfied with [access, quality of services/facilities, etc.] (%) how citizen inputs will be integrated in project implementation) • Clearly capture feedback from citizens or monitor the degree of • Grievance Redress Mechanism (GRM) involvement in decision-making that citizens have during Grievances registered related to delivery of project benefits that are implementation or oversight of projects actually addressed (%) • Citizen monitoring, evaluation and oversight 3 Beneficiary feedback during implementation Communities covered by the project involved in the monitoring and Projects should report on the CE indicator(s) in ISRs by the third year evaluation of integrated basin management plans (%) of implementation. If no or little progress has been made in reaching • Empowering citizens/communities the indicator targets, provide an explanation for this, including Representatives in community based decision making and management measures carried out or planned to monitor the indicator. structures that are from the female/marginalized beneficiary population (%) Do you have questions or need support? Contact us! ? FREQUENTLY ASKED QUESTIONS 1. What is the difference between a ‘citizen’ and a ‘beneficiary’? EXAMPLES FROM THE FIELD Citizens are the ultimate clients of governments, development institutions, and private sector interventions in a country; the term Bangladesh—To reduce governance and accountability risks, this WSS project refers to all people in a society or country. Project beneficiaries are implemented a number of social accountability approaches, including consultations understood to be a subset of citizens who benefit from (or are (surveys and public hearings), water user committees, and third-party monitoring affected by) a World Bank-supported project. through community score cards | More 2. Do projects with additional financing or undergoing restructuring require citizen engagement? Brazil — This project engaged citizens (through organized events, frequent consultations, GRM and effective public information campaigns) to, e.g., build support All new IPF projects, including Additional Financing operations, must meet the three requirements. Operations undergoing restructuring for the project, facilitate resettlement efforts, and to prevent tariff shock | More could benefit from including CE, but are not required to do so. Egypt —This PforR incorporated CE into the project design through PAD, DLIs, and a 3. What does NOT count as citizen engagement? legal covenant mandating a fully functional grievance redress mechanism (GRM). The Consultations conducted as part of the safeguards process during the project used and improved an existing system for complaint management, and project preparation (e.g., consultations that are part of resettlement provided additional staffing, training, software, and GRM guidelines | More planning). Similarly, dissemination of information—while necessary to enable CE— on its own is not considered a CE mechanism because Kenya—MajiVoice software and platform, an example of ICT-enabled beneficiary it is one-way communication. feedback, transformed service delivery in the Kenyan water and sanitation sector— providing tools and incentives to improved customer service and satisfaction | More Additional resources: Vietnam—this dam rehabilitation and safety improvement project’s PDO was supported by CE efforts that included enhancing citizens’ voice in the design of i Project Preparation Guidance Note (OPCS) Citizen Engagement in Water (internal webpage) emergency preparedness plans and in project monitoring | More Citizen Engagement Secretariat (http://citizenengagement) Morocco—Engaging citizens helped this rural sanitation project overcome initial PCN Guidance Notes for Water for Irrigation delays related to land acquisition. The project gradually introduced CE mechanisms, Citizen Engagement Summary for Africa Region _________________________________ e.g. consultations, and citizen committees| More Social Inclusion in Water http://inclusioninwater Contact: Maitreyi Das, Toyoko Kodama and Kamila Galeza