Abstract
Citizen-Based Monitoring (CBM) has gained formal recognition in South Africa as a mechanism to improve accountability and public service delivery by enabling citizens to monitor frontline services. However, despite the South African government's efforts to institutionalize CBM through national frameworks, implementation remains uneven and fragmented across departments and municipalities. The problem lies in the limited integration of CBM into core government systems, coupled with declining participation, unclear institutional mandates, and inadequate follow-through on citizen feedback. Existing literature has largely focused on CBM pilot projects and conceptual discussions, with limited empirical research on its systemic adoption in the public sector. This study aims to investigate the barriers and enablers affecting the institutionalization of CBM in South Africa. Adopting a mixed-methods approach, the study collected survey data and conducted qualitative interviews with government officials, civil society organizations, and community media representatives. The findings reveal persistent challenges, including weak institutional ownership, digital exclusion, donor dependency, low public awareness, and limited feedback loops. Nonetheless, positive factors such as enabling policy frameworks, structured capacity-building, and the adoption of digital tools were also identified. The study recommends embedding CBM indicators into departmental planning and performance systems, investing in inclusive digital and face-to-face engagement platforms, and strengthening intergovernmental coordination. Its contribution lies in providing empirical evidence on the institutional dynamics of CBM and offering actionable recommendations for sustainable implementation. The study concludes that the success of CBM depends on long-term political support, systemic integration, and deliberate efforts to make citizen voice central to public sector accountability.