In 2009, NTA conducted a national baseline assessment to better understand citizen perceptions of public accountability and the potential for public action. The assessment established that citizens believe health, education, water, security and roads are the five most important government services. However, 50% of those surveyed were dissatisfied with the delivery of these services. Furthermore, almost 80% of surveyed citizens said that no action was taken about their complaints on public service delivery. It is evident that government complaints systems have been inefficient in responding to citizen complaints and have failed to bring about improvement in government service delivery.

The progressive development of Kenya depends on improving the quality and access to basic services for all citizens. Poor people are most reliant on public services to fulfil their basic human rights, yet such marginalised groups are often excluded from participating in decisions that impact on their lives. Government has been unresponsive to citizen needs and has failed to function properly in terms of equitable delivery and quality. Improving government service delivery will have a positive impact on all citizens only if different needs of citizens are recognised and there is equitable distribution and access to resources. The programme will identify points of entry for citizen and state interaction. It focuses on achieving constructive partnerships between government and citizens that bring about collaborative citizen-responsive interventions to improve the quality of public services. The programme strengthens capacities for improved performance at the point of delivery. It will influence on service delivery performance from an informed position, through surveys and citizen oversight mechanisms. The programme will ensure that citizens are engaged as key stakeholders in government service delivery.

• Implemented citizen demand for accountability mechanisms in the five most important government services to citizens – health, education, water, security and roads;
• Established formal partnerships with the departments of the five most important government services to citizens and other service providers e.g. water services boards, NGOs, private sector;
• Conducted research, pilots studies and communicated on good practice service delivery mechanisms;
• Helped improve government service delivery at national and county levels;
• Strengthened monitoring and evaluation systems to measure change and service delivery performance by citizens;
• Communicated on citizens rights and responsibilities to demand effective service delivery;
• Communicated on NTA achievements on improving government service delivery performance
  Influenced on gender-responsive government services and how to respond to the needs of both women and men;
  Developed specific project approaches targeted at meeting the needs of marginalised groups.