Bridging the Gap: How Community Accountability Facilitators are helping to translate citizen feedback into Better Basic services in Cambodia

Sitting outside her wooden home in Battambang province, 45-year-old Ma Sopheap shines with pride. A landmine survivor, Sopheap lost her right leg at age 14 while picking chilies. Forced to leave school in grade 4, she abandoned her dream of becoming a teacher. Today, she's serving as a Community Accountability Facilitator, empowering others to seek health and education services.

"I love this job because it serves our communities," Sopheap says. "People in rural areas often don't know how to access services. That's why I volunteered."

Sopheap coordinates efforts to improve services at schools, health centers, and commune offices-especially for women and children. She's one of 4,100 facilitators leading social accountability activities in 1,043 communes and sangkats across Cambodia.

Bee Kunthea, a facilitator since 2019 and Battambang's provincial representative, says authorities now appreciate facilitators' role.

"I'm proud to be a facilitator," she says. "We're a bridge between communities and service providers. Communities call me 'teacher.' It's not an official title, but it means a lot."

Community Accountability Facilitators (CAFs) are local volunteers, trained by World Vision International under the Implementation of Social Accountability Framework project, supported by the governments of Germany, Switzerland and Australia, and administered by the World Bank. CAFs bridge the gap between citizens and public service providers, fostering dialogue and empowering communities to monitor, assess, and improve services like education, health, and local administration. Their work leads to better outcomes for all and is central to social accountability efforts, especially in initiatives like Cambodia's Social Accountability Framework.

Facilitators help improve services at primary schools. At In Sedare Primary School in Ratanak Mondul district in Battambang province, Principal Chhay Samnang has seen dramatic improvements since facilitators got involved. Local people are encouraged to voice concerns and suggestions for improvement through facilitators, contributing to better service delivery, cleaner environments, and stronger trust between citizens and local authorities.

"Feedback from students and community members, through the facilitators, helps us understand what needs improvement," Samnang says. "Now, all six-year-olds in the area are enrolled. Facilitators know which families have children who should be in school."

Health centers also benefit. Ngin Mesa, head of Treng Health Center in Battambang province, recalls past complaints about long waits, poor hygiene and inappropriate attitudes of healthcare staff. Facilitators organized community scorecards to assess the facility's performance, and thanks to their feedback, staff were reorganized to reduce wait times to under 15 minutes. A QR code now lets patients rate the quality of services. Daily patient visits now tripled-from 8 to over 30 for the last few years. Visitors also report a cleaner and friendlier atmosphere.

In Pailin province, 21-year-old Chea Sreyvong, soon to be a mother, regularly visits Phnom Spong Health Center. She praises the staff's warmth and professionalism.

"This health center is very good," she says. "They take great care of us. I used to go to private clinics, but now I save money and feel secure-even late at night."

In nearby Veal village, Yong Rong, who uses a wheelchair, spent years at home unsure how to access services. Facilitators visited him, explained his rights, and helped him reconnect with health care and commune services. "I rarely went out," he says. "Facilitators came to my home and told me about my rights. I didn't know them before."

Stories like Sreyvong's and Rong's are no longer unique. They reflect broader changes: wait times are shorter, staff are more attentive, commune offices respond faster. Schools are cleaner and safer-with separate toilets, handwashing stations, and welcoming environments.

Local government officials also recognize the important role played by Facilitators. At the commune administration office, Chief Poch Kheang values facilitators' outreach, especially to vulnerable groups. Through meetings, home visits, and information materials, facilitators help people understand their rights and available services.

"Many hesitate to speak directly to authorities," Kheang says. "Facilitators bridge that gap."

He recalls complaints about staff tardiness and poor communication. In response, he created a one-window service and enforced working hours-boosting accountability.

Deputy Governor of Battambang province, H.E. Moul Thon, says facilitators are essential to the success of social accountability efforts. He advocates for more training to enhance their skills and help them mentor new facilitators.

"Facilitators bring public service information to communities and relay concerns to authorities," he says. "Through scorecards and interface meetings, schools, health centers, and commune offices have developed Joint Accountability Action Plans."

[link to video from Battambang Province: Bridging the Gap: Community Accountability Facilitators Turn Feedback into Better Services in Cambodia]

The World Bank supports Cambodia's Social Accountability Framework through two projects: Integration of Social Accountability into National and Subnational Systems - Phase II, and Engaging Citizens to Improve Service Delivery Through Social Accountability. Funded by Germany's KfW Development Bank, the Swiss Agency for Development and Cooperation, and Australia's Department of Foreign Affairs and Trade, these projects aim to improve public service quality through informed citizens and participatory practices.