The World Bank's initiatives ofsocial accountability and transparency over the past twodecades are increasingly founded on the notion thattransparency and social accountability of publicinstitutions are essential for stimulating economic growth.Social accountability refers to the responsiveness of thestate to the needs of its citizens, and encompasses a broadrange of actions and mechanisms such as tracking of publicexpenditures, monitoring of public service delivery, andworking with citizen advisory boards. Transparency entailsaccess to and effective use of information by citizens,civil society organizations, non-governmental organizations(NGOs), local communities, and the private sector. Toachieve this objective, the World Bank and Egypt EgyptianElectric Utility and Consumer Protection Regulatory Agency(ERA) - in consultation with Kantor management consultant -finds it necessary to establish systems and procedures for:(a) proactively disclosing information about the powersector's quality of service, operational, and financialperformance, and development plans and policies; (b) seekingcustomer and public feedback; and (c) engaging customers inmonitoring sector performance. Such a system, by helping toimprove both the performance of the sector and the publicacceptance of its policies and plans, ultimately can raisethe sector s efficiency, quality, and sustainability. Thisstudy covers four interlocking areas (institutionalanalysis; performance benchmarking; customerinterface-transparency and public information systems; andconsumer surveys). After analyzing and identifyingweaknesses in each area separately, corrections are thensuggested that encompass the interlocking whole.
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