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.

1. World Bank Institute
Innovations in Governance Team

2. Participatory, Collaborative, Results Focused
Open 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 not
always 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 issues
Factors necessary for
Accountability

5. http://maps.worldbank.org
Enhance Transparency and
Citizen Engagement
for Better Results

6. Easy Access to Project &
Results Data

7. Poverty Alleviation Fund
Mapping at the Local Community Level

8. Georesults
http://maps.worldbank.org/content/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 Makers
Closing 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 provided
Typology of feedback
collected in Projects

14. Project Feedback
Cycle Type
CAS, Identification,
Preparation,
Suggestions
Appraisal, Board
Approval
Implementation &
Complaints
Supervision
Implementation &
Monitoring
Completion
Evaluation Satisfaction
Where in the project cycle
do we collect feedback?

15. Visualizing the Results

16. Nepal- On Track platform

17. Feedback on specific
Project activities

18. Feedback through
multiple channels

19. Bolivia: La Paz- Urban
Upgrading Project

20. Zambia: Lusaka Water
& Sanitation Project

21. Factors for Success

22. Knowledge
Documenting 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 projects
What 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 and
Documenting Experiences

25. Empowered Citizens

26. Bjorn-Soren Gigler
bgigler@worldbank.org
Kaushal Jhalla
Kjhalla@worldbank.org
Elena Bertusi
Reena Shresta
Alexandra Endara
World Bank Institute
Innovations in Governance Team