Seriti Institute was tasked by the Department of Planning, Monitoring and Evaluation to implement a Pilot Programme called “Citizen Based Monitoring” (CBM) from 2013 to early 2016.

CBM is an approach to monitoring government performance that focuses on the experiences of ordinary citizens in order to strengthen public accountability and drive service delivery improvements. Citizens are active participants in the how, what and why of monitoring – not just sources of information.


CBM builds capacity at the frontline to monitor, analyse, take action and communicate with all stakeholders. It also creates demand for system improvements and allows for joint learning through a two-way flow of information.


CBM was implemented across 9 provinces, where citizens worked hand in hand with government facilities in monitoring services delivered by that particular government department. This partnership created a demand for system improvements and allowed joint learning through two-way flow of information.


Piloting – Partner Departments

  • South African Police Service
  • Department of Social Development
  • Department of Health
  • South African Social Services Agency


CBM was implemented in these areas:

  • Msinga – KwaZulu-Natal
  • Phuthaditjhaba – Free State
  • Temba (Hammanskral) – Gauteng
  • Jouberton (Klerksdorp) – North West
  • Praktiseer (Burgersfort) – Limpopo
  • Bathlaros (Kuruman) – Northern Cape
  • Kabokweni (Nelspruit) – Mpumalanga
  • Katkop (Maclear) – Eastern Cape