How Do Citizens’ Voices Matter to Improve Service Delivery?

June 20, 2017
Room J7-044 Washington / 5-501 Asuncion

The Experience of the Ñañomoirũ Project of Social Audit to the Conditional Cash Transfer Program in Paraguay

Tuesday, June 20, 2017 | 12:30-2:00PM | J7-044, 701 18th St. NW | 5-501 Asuncion
Join via Webex | Meeting password: dEMp6pkU | Meeting number: 738 048 368 
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Héctor Cárdenas
Minister of the Secretariat of Social Action of Paraguay

Sara Giannozzi
Co-lead of the Social Protection & Labor Governance & Institutions CoP

Jesko Hentschel
Country Director for Argentina, Paraguay and Uruguay

Jan Weetjens
Practice Manager for Social Development in West and Central Africa

Jeff Thindwa
Program Manager for the Global Partnership for Social Accountability

Improving the quality of service delivery is a challenge in many developing countries. Citizens often experience difficulties in receiving adequate services from government service providers and they usually do not participate in this process. Most of the times citizens are not even aware of the norms of services, and on the other hand, governments usually lack the ability to provide institutionalized opportunities for such engagement as well as incentives that value feedback from citizens.

For the first time in Paraguay, The GPSA Project Ñañomoiru-Social Audit to the CCT Program Tekoporã brought evidence-based feedback from citizens for improving service delivery in education and health.

Conditional Cash Transfers Tekoporã Program

The Conditional Cash Transfers Program is an important step to building a responsive social protection system in Paraguay.

Tekoporã, led by Secretariat of Social Action of Paraguay, aims to improve education, health and nutritional outcomes of extremely poor households by offsetting the cost of accessing them with monetary transfers.

Tekoporã was launched in year 2005 with 3,500 households in five of the poorest Municipalities of Paraguay. By year 2016, Tekoporã reached 132.760 households in 226 Municipalities covering the whole country.

Tekoporã’s expansion presents opportunities and challenges for the future. The government aims to scale-up the Tekoporã to reach 200,000 families by 2018.

Watch more about Tekoporã here.

Ñañomoirũ-Social Audit to the Tekoporã Program

The GPSA Project Ñañomoiru-Social Audit to the Tekoporã Program brought evidence-based feedback from citizens for improving service delivery for the first time in Paraguay. Ñañomoiru seeks to strengthen the active participation of citizens within a new model for service delivery that encourages collaboration between citizens and the government.

Results obtained through the application of the first Citizen Scorecard and Community Report Card to the Tekoporã Program and next steps for improving education and health services, and Tekoporã functioning will be discussed in this BBL.

Explore Ñañomoirũ Website to know more about the Project!




Héctor Cárdenas is the Minister of the Secretariat of Social Action of Paraguay. Mr. Cárdenas has been heading the Secretariat of Social Action of Paraguay as Minister since 2013. He lead the design and was the first Coordinator of the Tekoporã Program back in 2005. Now, during his administration, Tekoporã increased its budget by more than 86% reaching out about 132,000 households, including indigenous families. He holds a Master's Degree in Public and Social Policies from the Joint Program of Pompeu Fabra University in Spain and John Hopkins University in the United States and a Bachelor in History from the National University of Asunción. 

Jesko Hentschel is the World Bank Director for Argentina, Paraguay and Uruguay, based in Buenos Aires. Before joining the Southern Cone, he served as Sector Director for Human Development in South Asia. Throughout his 20 years’ career, Hentschel has experience in several regions including Africa, Europe and Central Asia, South Asia and Latin America. He is an economist and a PhD in International Trade, Development and Econometrics from the University of Konstanz, Germany. He also has a Master in Science Policy and Planning in Developing Countries from the London School of Economics (UK) and a Masters in Agricultural Economics from the University of Wisconsin-Madison (USA).

Jan Weetjens is the World Bank Practice Manager for the Social Development of the Social, Urban, Rural and Resilience Global Practice. His main areas of expertise include community empowerment, social inclusion, and conflict and fragility. He joined the Bank in '89 and has, over the course of his career, been on six field assignments in Africa and in East Asia. He holds a degree in Sociology from the Catholic University of Louvain.

Jeff Thindwa is currently the Program Manager for the Global Partnership for Social Accountability (GPSA) in the Governance Global Practice at the World Bank. Prior to that he was Practice Manager for Open and Collaborative Governance. During his 17 years at the World Bank, he has held several positions in social development and governance. He joined the World Bank in 2000 as Senior Social Development Specialist following a career in government, private sector and civil society organizations.

Sara Giannozzi is a social protection specialist in the Social Protection & Labor Global Practice of the World Bank. She co-leads the Governance and Institutions Community of Practice within the Systems GSG. Since she joined the World Bank in 2007 she has worked on lending and technical assistance operations related to safety nets, productive inclusion, governance and social protection systems in Latin America and the Caribbean, East Asia and Africa. She holds a degree in Economics from the University of Florence, Italy and a master’s degree in International Development with a focus on Institutions and Governance from Johns Hopkins’ School of Advanced International Studies (SAIS).