This case study illustrates how Strengthening Participatory Organization (SPO), a Pakistani NGO, worked alongside the Popular Engagement Policy Lab (PEPL) and Raabta Consultants to implement a Complaints and Response Mechanism (CRM) using FrontlineSMS after the 2011 monsoon flooding in Sindh, Pakistan.

Sending a Message of Accountability: SMS Helps Improve Services after Pakistan Floods
http://www.frontlinesms.com/wp-content/uploads/2013/07/frontlineSMS_Pakistan_Floods_280513.pdf