LOCAL GOVERNMENT CITIZEN-BASED MONITORING (CBM) TOOL

The Local Government Citizen-Based Monitoring (CBM) Tool is a handbook for citizen monitors participating in the COMPACT initiative. It provides a structured six-step framework for citizens to oversee local government service delivery, specifically focusing on water and sanitation in South Africa, to improve accountability and responsiveness through constructive engagement and data-driven monitoring.

• The COMPACT project, co-funded by the European Union from February 2022 to January 2026, aims to create a more accountable local government in South Africa. It focuses on deepening democracy and enhancing community participation in integrated development planning (IDP) processes, with a specific emphasis on water and sanitation services.
• The Citizen-Based Monitoring (CBM) approach follows a six-step journey designed to involve citizens in service delivery oversight. The process encourages a non-confrontational, constructive approach to resolve problems by working with service providers and local government, utilizing a safety acronym (Recognise, Evaluate, Avoid, Contact, Diffuse, Exit) to manage risks during site visits.
• Citizen monitors are encouraged to use stakeholder mapping to identify individuals with interest or influence in a project. A recommended method for problem-solving is the formation of Joint Working Groups, which are small, regular meetings consisting of local government, service providers, contractors, and community members to agree on solutions.
• Access to information is facilitated in South Africa by section 32(1) of the Constitution and the Promotion of Access to Information Act 2 of 2000 (PAIA). Under PAIA, the Municipal Manager is responsible for making records available and appointing an Information Officer. Certain documents, such as the IDP, annual budgets, and Service Delivery Agreements, must be made available automatically.
• Monitoring activities are conducted using KoboToolbox via a link or the Kobo Collect app (for Android). Monitors use two primary forms: a monitoring checklist to identify project problems and a community survey to gather feedback. Data is then aggregated and visualized on a public-facing website showing project status, budget, and the percentage of addressed problems.
• The handbook emphasizes 'Constructive Engagement' to fix identified problems, utilizing active listening and specific communication techniques: clarifying, restating, neutral, reflective, and summarising. It also provides strategies for dealing with 'opponents' by analyzing their context, behavior, and attitudes to understand the root cause of their opposition.

APA

Public Affairs Research Institute (2024). LOCAL GOVERNMENT CITIZEN-BASED MONITORING (CBM) TOOL. https://pari.org.za/wp-content/uploads/2026/02/COMPACT_Monitors-Handbook_English-FINAL.pdf

Chicago

Public Affairs Research Institute. LOCAL GOVERNMENT CITIZEN-BASED MONITORING (CBM) TOOL. 2024. https://pari.org.za/wp-content/uploads/2026/02/COMPACT_Monitors-Handbook_English-FINAL.pdf.

Wikipedia

{{cite report |author=Public Affairs Research Institute |title=LOCAL GOVERNMENT CITIZEN-BASED MONITORING (CBM) TOOL |date=January 2024 |url=https://pari.org.za/wp-content/uploads/2026/02/COMPACT_Monitors-Handbook_English-FINAL.pdf |access-date=17 August 2026 |via=Climate Insights Directory}}

BibTeX

@techreport{publicaffairsresearchinstitute2024local, author = {{Public Affairs Research Institute}}, title = {{LOCAL GOVERNMENT CITIZEN-BASED MONITORING (CBM) TOOL}}, institution = {Public Affairs Research Institute}, year = {2024}, month = jan, url = {https://pari.org.za/wp-content/uploads/2026/02/COMPACT_Monitors-Handbook_English-FINAL.pdf}, urldate = {2026-08-17}, note = {Indexed by Climate Insights Directory} }