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Phones against corruption: preliminary findings of user
experience research
Amanda H A Watson, PhD Tess Wingi Tom Tiki
Marina Cvetanovska Tito Balboa Sam Erepan
Cameron Jackson, PhD
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Corruption in PNG
PNG is considered to be “highly corrupt”
PNG is ranked 145 out of 175 countries
Reference: Transparency International’s Corruption Perceptions Index 2014
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Corruption in PNG
“Public sector corruption threatens to
undermine national development
incentives” Chair of TI PNG Lawrence Stephens
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Corruption in PNG
“Public sector corruption threatens to
undermine national development
incentives … Change will occur when
public institutions are more open about
their work and officials more transparent
in their decision making” Chair of TI PNG Lawrence Stephens
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Phones against Corruption project
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Phones against Corruption project
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User experience research design
Three aims of user experience research:
1. determine the effectiveness of the pilot;
2. determine whether or not the service
should be opened up to the public; and
3. recommend any changes to the service.
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User experience research design
Key research question:
What are the experiences of users of the
‘Phones against Corruption’ project?
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User experience research design
Two research methods:
1. a survey conducted by SMS, and
2. a series of group interviews.
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Preliminary findings: SMS survey
Easy, 28, 68%
Medium, 7, 17%
Difficult, 6, 15%
Figure 1: Level of difficulty
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Preliminary findings: SMS survey
Quick, 26, 63%
Medium, 9, 22%
Time-consuming,
6, 15%
Figure 2: The time it takes to respond to SMS questions
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Preliminary findings: SMS survey
Yes, 37, 90%
Not sure, 2, 5%
No, 0, 0%
No answer, 2, 5%
Figure 3: Willingness to use the SMS service again
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Preliminary findings: SMS survey
Confident, 31, 76%
Not sure, 5,
12%
No action will be
taken, 2, 5%
No answer, 3, 7%
Figure 4: Confidence level regarding action by authorities
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Preliminary findings: focus groups
Focus groups completed thus far:
1. Internal Audit & Compliance Division,
2. Province-based DoF staff members,
3. District-based DoF staff members, and
4. District-based DoF staff members.
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Internal Audit & Compliance Division
Effectiveness:
Effective at gathering information, but need
to encourage sending of more specific
details.
Preliminary findings: focus groups
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“And specifically, if they can send the name
of the particular company, if they make
mention of the name of the person or if
they specifically name the amount. Or if
they could specifically mention the cheque
number, the detail, that really helps us.”
Preliminary findings: focus groups
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Internal Audit & Compliance Division
Effectiveness:
Effective at gathering information, but need
to encourage sending of more specific
details.
Need more resources to investigate cases.
Preliminary findings: focus groups
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“A couple of serious cases have been taken
up already. And it also places some
challenge on us on the part of the resources
that we need to put into it, as we are faced
with an additional task on our part. …
Preliminary findings: focus groups
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… It will put pressure on the resources that
we have in terms of manpower and finance,
to really undertake, immediately undertake
some of these serious issues that have been
SMS-ed through this program.”
Preliminary findings: focus groups
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Internal Audit & Compliance Division
Changes to the service:
No changes recommended.
Preliminary findings: focus groups
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Internal Audit & Compliance Division
Opening up to the public:
Not yet.
First, repeated awareness within DoF.
Second, extend to other government
agencies.
Third, extend to the public at a later date.
Preliminary findings: focus groups
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“Looking at the number of SMS coming in,
assuming that it’s going to go to public now,
you just imagine the, the, the inflow of this
SMS that will come in and our capacity to
assess, you know what I mean?”
Preliminary findings: focus groups
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“It should include other agencies and also,
on the other side, we should look at the
constraints faced by our officers here. If we
agree that it should include other agencies
and then we see the number of our
investigators here, how can they handle this
huge number of…?”
Preliminary findings: focus groups
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“When we extend, we have to have a
program or an agency that, that will deal
with these other issues.”
Preliminary findings: focus groups
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“At the moment let’s keep it within finance
first and let’s see how effective, and then we
can roll it out.”
Preliminary findings: focus groups
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Province based staff
• Limited awareness of the service
• No changes recommended
Preliminary findings: focus groups
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District based staff
• None had heard of the service
• All were very grateful for it
• Suggested more awareness done at
district levels
• High levels of corruption and pressure
Preliminary findings: focus groups
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• Service is working well
• Users find it easy and quick to use
• Users have confidence in the service
• Further promotion within Department of
Finance
• Expansion to other government agencies
needs to be well planned
Preliminary findings: overall
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Further research
1. More analysis of focus groups completed
2. More focus groups
3. Literature review
4. Drafting of recommendations
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Phones against corruption: preliminary findings of user
experience research
Amanda H A Watson, PhD Tess Wingi Tom Tiki
Marina Cvetanovska Tito Balboa Sam Erepan
Cameron Jackson, PhD