Citizen Helpdesks: closing feedback loops and building accountability in communities

The Citizen Helpdesks are a pioneering citizen feedback, dialogue and community voice platform to ensure accountability in the development process. The Helpdesks have now collected critical information from hundreds of communities across Nepal, Liberia and Mali, solving daily problems for citizens and closing the loop on challenges related to everything from migration, to human trafficking, to natural resource management and security issues.

How It Works

  1. Communities select dedicated groups of volunteers- Community Frontline Associates- led by local journalists, who act as two-way information collection and dissemination units.
  2. The CFAs gather information on critical problems on a monthly basis through community surveys, relaying this information to our dedicated teams who coordinate with local and national power-holders.
  3. We ensure validated information on these issues is fed back down to communities through local radio shows, community meetings and info-graphics in local languages, facilitating conversations about key local concerns and working with partners to solve problems.
  4. This process is used to ensure that everyone understands how and when development will take place, to build accountability into local decision-making in real-time, and to close the feedback loop between citizens, governments, the media and the private sector.

Citizen Helpdesk Bulletin

Issue #11

Welcome to the eleventh Citizen Helpdesks Bulletin! The Citizen Helpdesks are groups of young volunteers we call Community Frontline Associates (CFAs) who gather and disseminate information on critical issues affecting Nepali citizens- to eliminate information gaps between the government, the media, donor organizations and communities and improve collective decision-making.

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What's New

21 August 2017

Building trust and underpinning justice in Liberia

Establishing a legal system that serves everyone equally is proving a long and difficult process. But, community mediation efforts are...

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11 August 2017


Sindukot, in Sindhupalchowk district, is a mere 70 kilometers from Kathmandu, but the roads leading to the district are so...

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18 May 2017

A Day in Kumpur

The village of Kumpur, Dhading is just 75 kilometers from Kathmandu, but more often than not it’s been without access...

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