Voice and Accountability: Community Empowerment for Improved Local Service Delivery in Zambia (WB-P173472)

  • Zambia
Geographic location where the impacts of the investment may be experienced.
Financial Institutions
  • World Bank (WB)
International, regional and national development finance institutions. Many of these banks have a public interest mission, such as poverty reduction.
Project Status
Stage of the project cycle. Stages vary by development bank and can include: pending, approval, implementation, and closed or completed.
Bank Risk Rating
Environmental and social categorization assessed by the development bank as a measure of the planned project’s environmental and social impacts. A higher risk rating may require more due diligence to limit or avoid harm to people and the environment. For example, "A" or "B" are risk categories where "A" represents the highest amount of risk. Results will include projects that specifically recorded a rating, all other projects are marked ‘U’ for "Undisclosed."
Government of Zambia
A public entity (government or state-owned) provided with funds or financial support to manage and/or implement a project.
  • Education and Health
  • Law and Government
The service or industry focus of the investment. A project can have several sectors.
Investment Type(s)
Advisory Services
The categories of the bank investment: loan, grant, guarantee, technical assistance, advisory services, equity and fund.
Project Cost (USD)
$ 2.75 million
Value listed on project documents at time of disclosure. If necessary, this amount is converted to USD ($) on the date of disclosure. Please review updated project documents for more information.
Primary Source

Original disclosure @ WB website

Updated in EWS Apr 22, 2021

Disclosed by Bank Apr 9, 2021

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Contact the EWS Team

Project Description
If provided by the financial institution, the Early Warning System Team writes a short summary describing the purported development objective of the project and project components. Review the complete project documentation for a detailed description.

According to bank documents, the project objective is to strengthen community awareness and participation with school management and local authorities for accountable primary and secondary education services in the nine selected districts in Zambia.

The project has three components:

  1. Component 1. Increasing Community Awareness of the Delivery of Education Services (US$ 0.94 million). The citizens and communities in the targeted district have limited understanding about the responsibilities of local authorities (including PEOs, DEBS, Town Councils and any other relevant local offices), school management and other stakeholders (including PTAs and WDCs) in delivering education services. They are also not aware of their basic entitlements as a citizen to hold public offices accountable and demand improved education services. This has made it difficult for them to have own ‘voice’ and come up with community priorities.

    1. Subcomponent 1.1. Development of Training Materials and Social Accountability Tools. This subcomponent will provide support to activities in enhancing the understanding of community engagement and developing social accountability training materials and tools.
    2. Subcomponent 1.2. Capacity Development for Community Members. This subcomponent will provide support to activities in formulating community groups such as PTAs and WDCs, providing training to community group representatives and wider community members.
    3. Subcomponent 1.3. Awareness Building for School Management and Local Authorities. This subcomponent will support training activities for school management and local authorities to build their awareness and capacity for being accountable for education service delivery and encourage them to create a space for community engagement and participation.
  2. Component 2. Enhancing Community Engagement and Participation in the Delivery of Education Services (US$ 1.4 million) Rural communities in the targeted districts have not monitored public service delivery nor raised community priorities related to service delivery with local authorities or school management. A lack of consultation has resulted in distrust and miscommunication with the local authorities or school management. Since the feedback loop on service delivery does not exist, communities have not been able to hold local authorities or school management accountable for the education service delivery.

    1. Sub-component 2.1. Strengthening Communities Capacities to Monitor Local Education Services. This subcomponent will strengthen communities’ capacity to monitor local education services including, but not limited to, implementation of Safe School Plans, school construction and renovation, school budgets and resource use, textbook delivery and teachers and pupils’ absenteeism.
    2. Sub-component 2.2. Effective Community Engagement with School Management and Local Authorities. This sub-component will empower communities to effectively engage with school management and local authorities in communicating their issues, priorities and their views towards district-level education plans, school budget, and findings from monitoring education services.
    3. Sub-Component 2.3. Exchanges in Community Knowledge and Experience in Social Accountability. This sub-component will empower communities to review their own experience and share experience with other communities. It will also empower CSOs specialized in education for facilitating similar social accountability activities outside of pilot districts.
  3. Component 3. Project Management and Administration, M&E and Knowledge Dissemination (US$ 0.42 million). The objective of this component is to support the implementing agency’s capacity to manage and carry out day-to-day project activities, monitor implementation of activities and results, coordinate with relevant stakeholders, and disseminate project-level knowledge to the Public. It will also institute a projectlevel grievance redress and complaints handling mechanism. The CSPR will set up a Project Management Unit (PMU) within the organization to manage these tasks. Activities will include day-to-day project management, implementation of activities, M&E, fiduciary management and environmental and social safeguards, and ways to communicate with relevant stakeholders and public outreach. To respond to COVID-19 during implementation, a Risk Management Handbook will be developed and a Personal Protective Equipment (PPE) protocol will be put in place along with the appropriate safety training to protect the project staff, volunteers, community members from the virus and other communicable diseases.

Investment Description
Here you can find a list of individual development financial institutions that finance the project.

Contact Information
This section aims to support the local communities and local CSO to get to know which stakeholders are involved in a project with their roles and responsibilities. If available, there may be a complaint office for the respective bank which operates independently to receive and determine violations in policy and practice. Independent Accountability Mechanisms receive and respond to complaints. Most Independent Accountability Mechanisms offer two functions for addressing complaints: dispute resolution and compliance review.

World Bank:
Contact : Miki Matsuura
Title : Public Sector Specialist
Telephone No : 5220+31725

Contact : Rama Krishnan Venkateswaran
Title : Lead Financial Management Spec
Telephone No : 5338+3244

Borrower : Civil Society for Poverty Reduction (CSPR)
Contact : Christabel Ngoma
Title : Project Coordinator
Telephone No : 260971815349
Email : ngomachristabel@gmail.com

Implementing Agency:
Civil Society for Poverty Reduction (CSPR)
Contact : Christabel Ngoma
Title : Project Coordinator
Telephone No : 260971815349
Email : ngomachristabel@gmail.com 


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The World Bank Inspection Panel is the independent complaint mechanism and fact-finding body for people who believe they are likely to be, or have been, adversely affected by a World Bank-financed project. If you submit a complaint to the Inspection Panel, they may investigate to assess whether the World Bank is following its own policies and procedures for preventing harm to people or the environment. You can contact the Inspection Panel or submit a complaint by emailing ipanel@worldbank.org. Information on how to file a complaint and a complaint request form are available at: https://www.inspectionpanel.org/how-to-file-complaint 

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