on track ict- enabled citizen feedback loops

World Bank Institute

Innovations in Governance Team

Participatory, Collaborative, Results Focused

Open Development Approach

• Transparency

-- “any attempts (by states or citizens) to place information or processes that were previously opaque in the public domain, accessible for use by citizen groups, providers or policy makers.” (Joshi, 2010, p.3)

- Availability, accessibility, usability

- For some fact, information, or process to be transparent is for it to be open and available for examination and scrutiny.

• Accountability

- Answerability of government to the public on its performance

- Making public sector staff more accountable for their decisions and actions.

Transparency and accountability

Transparency does not always lead to accountability

Transparency but no Accountability

• Accountability depends on

– Degree of political will

– Degree of pressure on government (national as well as international)-who are they answerable to?)

– Civil society and media capability

– Presence of free media

– None of these are ICT issues

Factors necessary for

Accountability

http://maps.worldbank.org

Enhance Transparency and

Citizen Engagement

for Better Results

Easy Access to Project &

Results Data

Poverty Alleviation Fund

Mapping at the Local Community Level

Ethiopia, Kenya, Rwanda AFR • 3 project

• 23 Activities

Philippines, Vietnam EAP • 9 projects

• 16 Activities

Georgia ECA • 1 project

• 11 Activities

Bolivia LAC • 1 Project

• 13 Activities

Afghanistan, Nepal SA • 6 projects

• 13 Activities

Georesults http://maps.worldbank.org/content/georesults

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OnTrack- Citizen Feedback

Platform

Factors necessary for

Accountability

Provide information on performance

Reflect citizen voice in policymaking

Know choices and influence change

To improve quality of service

Informed Decision Makers

Responsive Providers

Empowered People

Closing the feedback loop

Typology of feedback

collected in Projects

Complaints – User-identified

problems

Monitoring – Users assess predefined

performance goals

Suggestions – User-identified

methods to improve

service process

Satisfaction – Users assess

quality of services provided

Where in the project cycle

do we collect feedback?

Project Cycle

CAS, Identification, Preparation,

Appraisal, Board Approval

Implementation & Supervision

Implementation & Completion

Evaluation

Feedback Type

Suggestions

Complaints

Monitoring

Satisfaction

Visualizing the Results

Nepal- On Track platform

Feedback on specific

Project activities

Feedback through

multiple channels

Bolivia: La Paz- Urban

Upgrading Project

Zambia: Lusaka Water

& Sanitation Project

Factors for Success

Mapping for Results, Kenya

Knowledge

Documenting what we are

learning

What conditions are necessary

to collect feedback?

1. Responsiveness of TTL and Gov

2. Clearly defined Incentives

3. Process and institutional arrangements are well designed

4. Not driven by technology

5. Active management of expectations

6. Separate management function of complaints and projects

Research and

Documenting Experiences

The Starting Point for Citizen Feedback: Inclusive Participation

Why Citizen Feedback: Participatory Governance and Social Accountability

The Role Technology: Democratizing Feedback or Exacerbating Exclusion?

Ameliorating the Broken Feedback Loop: The Response of Governments, the World Bank and Partners

Innovations in Citizen Feedback and Future Directions

Navigating Risk and Reward in Technology-enabled Citizen Feedback

Empowered Citizens

Bjorn-Soren Gigler

bgigler@worldbank.org

Kaushal Jhalla

Kjhalla@worldbank.org

Elena Bertusi

Reena Shresta

Alexandra Endara

World Bank Institute

Innovations in Governance Team