...In 2006, a range of locally based stakeholders in Nairobi launched a Citizen Report Card (CRC) to obtain citizens experiences on water supply, sanitation and solid waste services. The CRC tool is used to provide feedback to public service agencies on the strengths and weaknesses of their work. CRCs facilitate prioritisation of reforms and corrective actions by drawing attention to the problems highlighted and facilitating cross fertilization of ideas and approaches by identifying good practices. The Kenya Alliance of Residents Associations (KARA), a locally based organization coordinated the initiative on behalf of a wider, multi stakeholder forum called the Nairobi City Consortium. The Consortium which was created as a platform to nurture dialogue around service, included service providers such as representatives of the Athi Water Services Board, the Nairobi Water and Sewerage Company, the Councils environment department, resident representatives and local civil society groups. The Water and Sanitation Program -Africa and the Public Affairs Foundation in India provided technical assistance to the process.The methodology involved both qualitative (focus group discussions) and quantitative (survey) tools. During the qualitative stage the consortium developed a broad checklist which KARA used to conduct Focus Group Discussions across different residential areas of Nairobi. Research International used this to develop a survey instrument with which they conducted a random sample survey of the households in October 2006.

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