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On Track ICT- Enabled Citizen Feedback loops


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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 …

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.

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  • 1. World Bank InstituteInnovations in Governance Team
  • 2. Participatory, Collaborative, Results FocusedOpen Development Approach
  • 3. Transparency and accountability • 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 does notalways lead to accountability
  • 4. 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 issuesFactors necessary for Accountability
  • 5. http://maps.worldbank.orgEnhance Transparency and Citizen Engagement for Better Results
  • 6. Easy Access to Project & Results Data
  • 7. Poverty Alleviation FundMapping at the Local Community Level
  • 8. Georesults AFR Ethiopia, Kenya, Rwanda • 3 project • 23 Activities EAP Philippines, Vietnam • 9 projects • 16 Activities ECA Georgia • 1 project • 11 Activities LAC Bolivia • 1 Project • 13 Activities SA Afghanistan, Nepal • 6 projects • 13 Activities
  • 9. Local Content Drives Feedback
  • 10. OnTrack- Citizen Feedback Platform
  • 11. Factors necessary for Accountability
  • 12. Know choices and influence change Empowered Responsive People Providers To improve Reflect citizen voice quality of service Provide information on performance in policymaking Informed Decision MakersClosing the feedback loop
  • 13. Monitoring – Complaints – Users assess User-identified predefined problems performance goals Suggestions – Satisfaction – User-identified Users assess methods to quality of improve services service process providedTypology of feedback collected in Projects
  • 14. Project Feedback Cycle Type CAS, Identification, Preparation, Suggestions Appraisal, Board Approval Implementation & Complaints Supervision Implementation & Monitoring Completion Evaluation SatisfactionWhere in the project cycledo we collect feedback?
  • 15. Visualizing the Results
  • 16. Nepal- On Track platform
  • 17. Feedback on specific Project activities
  • 18. Feedback throughmultiple channels
  • 19. Bolivia: La Paz- Urban Upgrading Project
  • 20. Zambia: Lusaka Water & Sanitation Project
  • 21. Factors for Success
  • 22. KnowledgeDocumenting what we are learning Mapping for Results, Kenya
  • 23. 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 projectsWhat conditions are necessary to collect feedback?
  • 24.  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 Research andDocumenting Experiences
  • 25. Empowered Citizens
  • 26. Bjorn-Soren Gigler Kaushal Jhalla Elena Bertusi Reena Shresta Alexandra Endara World Bank InstituteInnovations in Governance Team