listening to the voices of citizens citizen feedback through ict tools
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Listening to the Voices of Citizens Citizen Feedback through ICT Tools. Smart Rwanda Days Kigali, Rwanda, June 17, 2013 Saki Kumagai. What is Citizen Feedback/ Voice?. The most common form of citizen voice = Voting . But citizen feedback/ voice goes beyond voting !. The Long Story. - PowerPoint PPT PresentationTRANSCRIPT
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SOCIAL DEVELOPMENT | www.worldbank.org/socialdevelopment
Listening to the Voices of CitizensCitizen Feedback through ICT Tools
Smart Rwanda DaysKigali, Rwanda, June 17, 2013
Saki Kumagai
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The most common form of citizen voice = Voting
What is Citizen Feedback/ Voice?
But citizen feedback/ voice goes beyond voting!
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State
Service Providers/AgenciesFormal
Social Intermediaries
Citizens/Clients
Willingness & Capacity to Respond and Account (political, socio-cultural, legal, and economic factors)
Willingness & Capacity to Demand (political, socio-cultural, legal, and economic factors)
Compact
Client Power
Informal Social
Intermediaries
Politicians/Policymakers
Independent Accountability
Agencies
Voice
The Long Story
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Citizen feedback is for…
Constructive partnership between government/ service providers and citizens for more effective service delivery and development as well as for good governance
The Short Story
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And Through Constructive Partnership…
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Citizen Feedback/
Voice
Views/ Suggestions
Monitoring
Satisfaction
Grievances/ Complaints
Citizen Feedback/ Voice Can Be…
ICTs
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ICT-enabled Citizen Feedback/ Voices
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Potentials
Distance and Space Time Communication Cost Individual Citizen Voices The Last Mile
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But…
ICT-enabled communication lines
Citizen Feedback/ Voices
More effective service delivery and Development
Good Governance
Trust Building
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The Bottom LineWhy collect citizen feedback and what to do with it
Information to Citizens and
Service Users
Citizen Feedback/ Voices
Response
Redress
First, citizens need to know of your communication channels and what to expect Willingness to listen will be tested – Close the Accountability Loop = KEY to sustainable and trust-based government-citizen relationship