"Citizen monitoring, social audits, mobile-based feedback systems, procurement monitoring: These are just a few examples of so-called citizen-centred accountability (CCA) mechanisms which governments and civil society organisations have developed to encourage citizens to feedback on the services they are entitled to and ultimately hold them to account. As one organisation active in this field, Integrity Action has a particular interest in learning more about how these kinds of CCA systems can be designed so that they have the greatest chance of being sustained. In order to address this question, we carried out a comprehensive literature scan, 25 semi-structured interviews with experts and practitioners from civil society and government and an online snap survey with 70 respondents. This report shares what we discovered through that learning journey." (Executive summary)