In 2006, a range of locally based stakeholders in Nairobi launched a Citizen Report Card (CRC) to obtain citizen's experiences on water supply, sanitation and solid waste services. The CRC tool is used to provide feedback to public service agencies on the strengths and weaknesses of their work. CRC's facilitate prioritization of reforms and corrective actions by drawing attention to the problems highlighted and facilitating cross fertilization of ideas and approaches by identifying good practices. The Kenya Alliance of Residents Associations (KARA), a locally based organization coordinated the initiative on behalf of a wider, multi stakeholder forum called the 'Nairobi City Consortium.'The consortium which was created as a platform to nurture dialogue around service, included service providers such as representatives of the Athi Water Services Board, the Nairobi Water and Sewerage Company, the Councils' environment department, resident representatives and local civil society groups. The Water and Sanitation Program in Africa and the Public Affairs Foundation in India provided technical assistance to the process. The survey sought to examine citizen satisfaction and experiences in four main sectors namely water, sanitation, solid waste management and communication.

The six themes identified for data analysis and presentation are organized into;

• availability, access and use of services;
• perceptions of quality and reliability;
• costs incurred by users;
• transparency of service delivery;
• interactions with the service agencies; and
• information provision.