Citizen Score Card – Giving customers in rural water supply a voice

The objective of the Citizen Score Card program is to improve the quality of water and, to a more limited extent, sanitation services by enhancing transparency and accountability. Within the context of Vietnam’s unique institutional framework, it seeks to achieve this by: (i) giving the citizens/water users a voice; (ii) providing a better basis for provincial and local authorities to manage their water and sanitation services; and (iii) changing the organizational culture and incentive system within the utilities.