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Use of Mobile in Public Service Delivery: Global Best Innovative Practices


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Use of Mobile in Public Service Delivery: Global Best Innovative Practices

  1. 1. 1. Mobile-Development Paradigm  Little doubt that telecommunications penetration impacts positively on total output , i.e., GDP  Sridhar and Sridhar (2004): a positive impact of fixed lines and a significant impact of mobile phone penetration on national output  Waverman et al. (2005): an extra 10 mobile phones per 100 people in a typical developing country added 0.6 percentage points of growth in GDP per capita  Impact is about twice as large in developing countries than in developed countries  Theory: mobile phones in less developed economies are playing the same crucial role that fixed telephony played in the richer economies in the 1970s and 1980s
  2. 2. 1. Mobile-Development Paradigm  Mobile phones substitute for fixed lines in poor countries, but complement fixed lines in rich countries  Telecommunications services help improve the functioning of the markets by reducing transaction costs and increase productivity through better service delivery management  Income growth of farmers and traders with mobile application usage  India’s potato farmers witnessed a 19% growth  Niger’s grain traders saw a 29% increase  Uganda’s Banana growers’ income rose by 36%
  3. 3. 1. Mobile-Development Paradigm  Innovations Time,  Cost, Visit and ultimately Methodology and objectives  Inform global best innovations  UNDESA’s Public Service Awards  Other secondary sources of information Quality
  4. 4. 2. Global best practices
  5. 5. Area/Initiative Country Mobile Counter for People in Need Italy Problem   Access to important public services challenging for the disabled and the elderly Italy’s National Institute for Social Security (INPS) services is expected to reach around 35 million constituents Innovation     Mobile Counter allows citizens to obtain services via telephone and other forms of ICT People over the age of 80 and those with disabilities entitled to the Mobile Counter benefits A PIN code, provided to them in a letter, enables them to contact the Mobile Counter and submit their service request Home services where necessary Inclusion and participation of disabled INPS staff
  6. 6. Area/Initiative Central recruiting systems Country Oman Problem  Corruption in civil service recruitment Solution/Impact       Ministry of Civil Service (MOCS) established a system in which mobile phones can be used by job-seekers to apply for employment within the Civil Service Applicants’ qualifications are verified electronically via the Human Resource Management System (HRMS) and records from the Ministry of Manpower Qualified applicants go through a computer based examination at regional centres nearest their home Graded by computer-based systems and score given to them immediately Top 5 candidates directed to an interview on this same day Length of the recruitment process reduced from 11 months to less than a month
  7. 7. Initiative Country Municipal government online portal Spain Problem Innovation  Facilitate and  Focused on three basic services for citizens: the improve the Alcobendas Card (local council in your pocket), relationship an expanded website, and an integrated 24-hour between citizens telephone information service and the  The Card: Eliminates the need for different local municipality by forms of ID by bringing all services together, simplifying the cutting waiting time for citizens down to an tools that average of less than four minutes citizens use to  By providing a 24-hour telephone information obtain hotline, integrating information and services for information and citizens, enlarging and decentralizing existing communicate offices (where possible), and extending office with public hours to afternoons, evenings, and Saturdays, institutions the municipality was able to integrate offices and services, increase accessibility, enhance the quality of service, and reduce waiting times
  8. 8. Initiative Country Alerta Miraflores (web and phone based security system) Peru Application Online Complaint Monitoring System (OCMS) India Problem  Innovation An escalating  crime rate     Deliver better  services and activating citizens’ interest in the affairs of  the local government  Citizens dial in and automatically connected to report criminal incidents Reported data captured and displayed on electronic maps Robberies and assaults declined by 68% and 30% respectively Encourages citizens’ involvement in policy making by providing data Designed to receive complaints into the cohesive system, whatever the mode of complaint (letter, fax, phone etc) and give feedback to the complainant in real time The action taken by officers posted on the system, and if not addressed within the time limit, the system will automatically escalate the complaint to the higher officer Huge savings on paper, time and effort, eliminating all the bureaucratic processes and routings
  9. 9. Initiative Country Problem Innovation State-wide Attention on Grievances by Application of Technology (SWAGAT) India  Grievance redress was through a process of representations and repetitive applications at different levels  No structured system with monitored outcomes  No mechanism to track grievances/ progress of the redressal  SWAGAT covering all 225 sub districts of Gujrat to reach over 55 million people and replicated in other states in India, including Madhya Pradesh and Rajasthan  Use of technology to compile, classify and analyse data on grievances has brought to the fore many policy issues that required highlevel attention  Complains are divided in 3 categories. Policy matters, Long Pending and First Timer  All stakeholders connected in real time during the SWAGAT session - crux of the system’s success.  Available to all groups, including illiterate people and anyone can access the system at local government offices  Listening to people’s voice is the key test of good governance  SWAGAT made Citizens Charter meaningful
  10. 10.  Improvements in the delivery of public services contribute greatly to good governance achievement of for the international development goals.  “In an era of increasingly complex challenges, from climate change to food insecurity and the financial and economic crisis, the world needs its public servants to be more creative and talented than ever….”
  11. 11. Growth (%) 2002 2012 GDP per capita ($) 2002 2012 Countries Banglades 4.85 6.13 361.73 797.16 h 6.07 4.18 3,017.70 7,020.12 Botswana 3.44 -6.84 13,484.68 22,072.45 Greece 3.77 3.24 491.24 1,500.76 India 0.45 -2.69 21,572.81 33,115.01 Italy 0.55 4.56 419.14 966.59 Kenya 2.07 4.99 8,070.48 25,356.14 Oman 5.02 6.28 2,184.22 6,525.36 Peru 13.19 8.00 191.93 681.52 Rwanda 2.71 -1.64 16,670.51 28,670.09 Spain Source: World 5.32 6.48 1,999.30 5,390.12 Thailand Economic Outlook (2013), for GDP figures; ITU (2013) for mobile subscription Mobile penetration (%) 2002 2012 0.21 62.82 12.66 54.00 0.34 74.13 0.41 7.39 4.90 0.46 60.24 4.90 153.79 120.04 69.92 159.76 71.17 159.25 98.00 49.67 108.36 127.29