NTA has created effective channels for public service providers to respond to the needs of citizens. Citizens face two issues when complaining about services: First, citizens do not necessarily know where to complain or who to complain to about poor service delivery by public officers and, secondly, when they do complain, service providers either ignore or fail to respond to the concerns. Public service providers have realised that the NTA is monitoring public service delivery and where service providers are failing to deliver on their responsibilities, citizens will hold them to account. NTA is an important interface for public service providers to engage with citizens to ensure they are citizen-responsive. This has led to effective collaborations and partnerships with the Ministry of Education, Lake Victoria North Water Services Board, and the Constituency Development Fund Board.

• NTA, in partnership with the Provincial Commissioner of Western Kenya, established a pilot call centre for citizens to provide feedback about service delivery. NTA channels these queries to the relevant service providers and there have already impressive results being recorded. For example, a group of youths who were working under Kazi Kwa Vijana were not being paid for their work, and the public officer in charge of payment was not responding to their calls. After the youths contacted the call centre, NTA contacted the relevant department and the youth were promptly paid their dues.
• The Constituency Development Fund Board has appreciated the role of the NTA supporting citizens to monitor how CDF is utilised. Previously citizens faced severe obstructions when they sought information on management of CDF funds. Following the NTA’s partnership with the CDF Board, the citizens can now access this information with ease from the CDF offices in their respective constituencies. NTA has emphasised the importance of citizen participation in monitoring as an effective, approach to achieving public accountability. The need for a government project implementation monitoring system was proposed in the national budget on 1 June 2009.
• NTA has held consultative meetings with line ministries, the CDF Board and CDF Parliamentary Committee to build partnerships for citizen engagement.