on track ict- enabled citizen feedback loops
DESCRIPTION
OnTrack is an ICT-enabled Citizen Feedback Mechanisms which enables citizens and civil society to directly provide feedback to Government implementing agencies and public service providers of World Bank-financed programs. On Track uses a multi-mode approach to collecting citizen feedback by using innovations in technology (i.e. inter-active Mapping, SMS, mobile and web) embedded into a broader process of civic engagement and participatory monitoring of development outcomes.TRANSCRIPT
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
Kaushal Jhalla
Elena Bertusi
Reena Shresta
Alexandra Endara
World Bank Institute
Innovations in Governance Team