Accountability and User Participation—The Case of Angel House

Chapter five takes the case of Angel House, a well established NGO that was initiated by users, namely parents. It built its reputation and legitimacy by developing stocks of accountability capital. To this end it adopted various strategies such as developing its capacity and professionalism, allying professionally with other civil society organisations, and setting up its own mechanisms of internal governance, including accountability, to govern its affairs. During this period government policies on child welfare and social organisations changed several times. Its close relations with international donor organisations were a key factor in enabling it to develop its professional expertise and services. Although it was user-initiated, it had not yet extended the idea of user accountability downward to the children.